<P> Those who respond with a score of 9 to 10 are called Promoters , and are considered likely to exhibit value - creating behaviors , such as buying more , remaining customers for longer , and making more positive referrals to other potential customers . Those who respond with a score of 0 to 6 are labeled Detractors , and they are believed to be less likely to exhibit the value - creating behaviors . Responses of 7 and 8 are labeled Passives , and their behavior falls in the middle of Promoters and Detractors . The Net Promoter Score is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters . For purposes of calculating a Net Promoter Score , Passives count towards the total number of respondents , thus decreasing the percentage of detractors and promoters and pushing the net score towards 0 . </P>
<P> Those who respond with a score of 9 to 10 are called Promoters , and are considered likely to exhibit value - creating behaviors , such as buying more , remaining customers for longer , and making more positive referrals to other potential customers . Those who respond with a score of 0 to 6 are labeled Detractors , and they are believed to be less likely to exhibit the value - creating behaviors . Responses of 7 and 8 are labeled Passives , and their behavior falls in the middle of Promoters and Detractors . The Net Promoter Score is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters . For purposes of calculating a Net Promoter Score , Passives count towards the total number of respondents , thus decreasing the percentage of detractors and promoters and pushing the net score towards 0 . </P>
the 3 types of customers in the nps model
the 3 types of customers in the nps model
Promoters Detractors Passives
Promoters Detractors Passives