Glossary Term NPS

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.