Imagine you surveyed 100 training attendees. If 10% were detractors, 30% were passives, and 60% were promoters, what would your NPS be?
The correct answer is:
Detractors are the consumers which didn’t like your service, who can damage your growth and maybe a big problem with regarding to word of mouth
Promoters are the Good customers, who liked your service and they will keep referring your products to others.
Passives are also satisfied with your service but are unwilling to refer with others
N. P.S ( Net Promoter Score) is the difference in percentage of the Promoters and Detractors.
N. P. S = Percentage of Promoters – Percentage of Detractors.
N. P. S may vary from -100 to 100 basing upon Detractors & Promoters.
In the given question ,
Percentage of promoters = 60
Percentage of Detractors = 10 .
N. P. S = 60- 10 = 50 .