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Answers to Frequently Asked Questions
Customers are placed into one of three groups based on their responses to determine their NPS score:
Promoters are often devoted and enthusiastic clients who reply with a score of 9 or 10. In other words, Promoters are devoted supporters who will continue to purchase and recommend products, supporting growth.
Detractors are the survey participants who give you a score between 0 and 6 on the NPS® scale. They are dissatisfied clients who will disparage your business. You can, however, conceive of Detractors as just disgruntled customers if you prefer a more conventional description.
Detractors are generally defined as those who disapprove of your company, your goods, or your services; they criticize everything you say or do.
People who are passive are frequently categorized as neutral. They are not very satisfied with your goods or service, but they also do not really suggest it to others. They frequently make purchases out of habit, and the instant they receive a better offer, they are likely to stop doing business with you. You must be able to convert them into promoters because this group is readily swayed by rivals.