The NPS score is a measurement of how likely our clients would recommend THP to a friend or colleague.
Respondents are grouped as follows:
- Promoters (score 9-10) are loyal and enthusiastic clients who will keep using our services and refer others.
- Passives (score 7-8) are satisfied clients but who might not actively promote our services to others.
- Detractors (score 0-6) are dissatisfied clients.
The figures are combined then calculated to provide a NetPromoterScore
Detractors (0-6)
18%
Passives (7-8)
10%
Promoters (9-10)
73%
Net Promoter® Score (NPS)
55
Given the NPS range of -100 to +100, a “positive” score or NPS above 0 is considered “good”, +50 is “Excellent,” and above 70 is considered “world class.”
Detractors
Passives
Promoters
0
1
2
3
4
5
6
7
8
9
10
