The NPS is a scoring model developed by Bain & Co. Consultant Frederick F. Reichheld.
How does it work?
It basically involves asking respondents to respond on a 0 -to- 10 point rating scale question - "How likely are you to recommend Company/Product to your friend/colleague?" - The scale is then divided into three sections :
Promoters - Users who gave a 9 or a 10
Passive - Users who gave a 7 or 8
Detractor - Users who gave a score between 0 and 6
The system will then calculate the aggregate responses of each of the three categories as well as the "Net Promoter" -- i.e. Promoters minus the Detractors.
How can I add a Net Promoter® Score type question to my survey?