You calculate your net promoter score by asking a simple question on a scale of 1 to 10. How likely are you to recommend this company to a friend or colleague? Customers are grouped as follows.

• Promoters (score 9 – 10) love your business and will continue to use you and recommend you to others.
• Passives (7 – 8) are satisfied but not thrilled and are susceptible to your competitors offerings.
• Detractors (0 – 6) are angry customers who can damage your companies reputation and impede your growth due to negative word of mouth.

Subtracting the percentage of Detractors from the percentage of Promoters gives you the Net Promoter Score, which can range from a low of -100 if every customer is a Detractor, to a high of 100, if every customer is a Promoter.