NPS stands for “Net Promoter Score” and is intended to go beyond “satisfaction” and determine what percentage of respondents would actively speak out on behalf of the product/service/company (or “promote” them), if asked. It is a calculation that was developed by Satmetrix and uses an 11 point scale (0-10). Those providing a rating of 9 or 10 are deemed “Promoters”, those providing a rating of 7 or 8 are “Passives”, and those providing a rating of 0-6 are “Detractors”. The score is calculated by subtracting the % of Detractors from the % of Passives.