Net Promoter® Score - Scoring Logic

What is Net Promoter® Score?

The NPS is a scoring model developed by Bain & Co. Consultant Frederick F. Reichheld.

How does it work?

It basically involves asking respondents to respond on a 0 -to- 10 point rating scale question - "How likely are you to recommend Company/Product to your friend/colleague?" - The scale is then divided into three sections :

Promoters - Users who gave a 9 or a 10

Passive - Users who gave a 7 or 8

Detractor - Users who gave a score between 0 and 6

So how can I make it work with my survey?

Although it is recommended that you use this model with a 0 -to- 10 Pt. Scale it is not necessary to have a 10 Pt. scale. If you have data already collected with a different scale you can still use the basics of the model.

On any "Multiple Choice" question, you can divide the Answers into three categories : Promoters, Passive and Detractors. The system will then calculate the aggregate responses of each of the three categories as well as the "Net Promoter" -- i.e. Promoters minus the Detractors.

Who developed this model?

This model was developed by Frederick Reichheld, Bain & Co.

Where can I select the Scoring Model and see the Reports?

This can be setup under the Reports tab.

Click on the Configure Analytics link under Advanced Analysis.

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The Reporting page will popup where you can setup various options. Click on the Custom Scoring Model link and select the Net Promoter Scoring option.

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After saving the scoring model you can view the report / Analysis in the same Popup Window.

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"Net Promoter" is a registered trademark of Satmetrix Systems