Quick Look At the Net Promoter Score

Quick Look At the Net Promoter Score

Essentially, the Net Promoter Score measures the level of consumer advocacy. Customers are classed as promoters, detractors, and passives, depending on their score.

Promoters are people who are loyal and enthusiastic about doing business with your organization, and they will continue to do so while also advising their friends to do the same.

Detractors are those customers who are displeased and feel as if they are trapped in a poor relationship. There are also the ones who are most likely to defect to the competition.

Passives are those customers were neither pleased nor displeased, but they can easily be convinced to move their business to a different organization precisely because of the lackluster relationship with your organization.

The Net Promoter Score itself is calculated as the percentage of detractors deducted from the percentage of promoters.


People influence people. Nothing influences people more than a recommendation from a trusted friend. A trusted referral influences people more than the best broadcast message. A trusted referral is the Holy Grail of advertising.

Mark Zuckerberg, Facebook