“How likely would you recommend 'Company X' to your friend?” – this is one of the most common questions asked during the NPS survey.
The test corresponds to a 10 point scoring scale:
0 – I’ll definitely not recommend Company X | 10 – I’ll certainly recommend Company X
Survey participants are divided into 4 groups:
• Brand critics (detractors) – respondents replying 0-6 – a group of unhappy customers who will not recommend Company X.
• Neutral (passives) – respondents replying 7-8 – are happy clients, but not loyal and vulnerable to competitive offerings.
• Brand promoters (promoters) – respondents replying 9-10 – represents enthusiastic and loyal customers who will recommend Company X and will drive its development.