▁ 1 0 ▁are ▁called ▁Prom ot ers , ▁and ▁are ▁considered ▁likely ▁to ▁exhib it ▁value - cre ating ▁behav iors , ▁such ▁as ▁bu ying ▁more , ▁remaining ▁customers ▁for ▁longer , ▁and ▁making ▁more ▁positive ▁refer r als ▁to ▁other ▁potential ▁customers . ▁Those ▁who ▁respond ▁with ▁a ▁score ▁of ▁ 0 ▁to ▁ 6 ▁are ▁l abeled ▁Det ract ors , ▁and ▁they ▁are ▁believed ▁to ▁be ▁less ▁likely ▁to ▁exhib it ▁the ▁value - cre ating ▁behav iors . ▁Res p ons es ▁of ▁ 7 ▁and ▁ 8 ▁are ▁l abeled ▁Pass ives , ▁and ▁their ▁behavior ▁falls ▁between ▁Prom ot ers ▁and ▁Det ract ors . ▁The ▁Net ▁Prom oter ▁Sc ore ▁is ▁calculated ▁by ▁subtract ing ▁the ▁percentage ▁of ▁customers ▁who ▁are ▁Det ract ors ▁from ▁the ▁percentage ▁of ▁customers ▁who ▁are ▁Prom ot ers . ▁For ▁purposes ▁of ▁calculating ▁a ▁Net ▁Prom oter ▁Sc ore , ▁Pass ives ▁count ▁toward ▁the ▁total ▁number ▁of ▁respond ents , ▁thus ▁decre asing ▁the ▁percentage ▁of ▁det ract ors ▁and ▁prom ot ers ▁and ▁pushing ▁the ▁net ▁score ▁toward ▁ 0 . ▁ ▁Comp an ies ▁are ▁encourag ed ▁to ▁follow ▁the ▁likely - to - re comm end ▁question ▁with ▁an ▁open - ended ▁request ▁for ▁elabor ation , ▁solic iting ▁the ▁reasons ▁for ▁a ▁customer ' s ▁rating ▁of ▁that ▁company ▁or ▁product . ▁These ▁reasons ▁can ▁then ▁be ▁provided ▁to ▁front - line ▁employees ▁and ▁management ▁teams ▁for ▁follow - up ▁action . ▁