You need to learn about how a calculation is being done using Free NPS calculator for measuring the net promoter score. It can help you know more on the basics and its importance for a business, especially start-ups or those who are focusing on a local area! One might think that NPS® is simply an average of all the customer ratings during the survey. But in actual, NPS® is completely different!
Here, the calculation is divided in chunks and done in the following manner. According to the feedback or answers, the customers are divided into three different categories, namely Detractors (who have given a score between 0-6), Passives (who have given either 7 or 8), and Promoters (people who have given the score of 9 or 10).
Now you can guess by the name ‘promoters’ who help in Free marketing of your business by ‘telling’ about your positives. They can simply be labelled as ‘Brand Advocates’ through personal experiences, which is 100% real and authentic. Passives are the group of customers who are satisfied enough but not up to the level who can work as your brand promoters. They generally don’t find anything good or bad in the service and hence there are less chances that a business will gain referrals from this category of customers.
Hence, during the NPS® calculation this category can be avoided! But it doesn’t mean they should be completely ignored. After all, they are at the boundary between your Promoters and Detractors, So it is up to you to figure, how will you work to please them and try sliding them in the category of Prospective Promoters.
The last but an important category is of Detractors who have rated the service between 0 to 6 and higher chances they might passively harm a business growth. These are the group of customers who are not very happy with the past service and might also ‘speak about it’ to not use it.