NPS is a management tool that can be used to gauge the loyalty of a form's customer relationships.
The Net Promoter Score is calculated based on responses to a single question: "How likely is it that you would recommend our company/product/service to a friend or colleague?" Scores are commonly taken on a scale from 1 - 10.
Promoters are respondents who score between 9 - 10 are considered likely to exhibit value-creating behaviours.
Passives score between 7 - 8.
Detractors score between 0 - 6 and are believed to be less likely to exhibit value-creating behaviours.
Finally, the Net Promoter Score is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters. Passives do not directly affect the overall net score.