Learn how to calculate the Net Promoter Score (NPS). The underlying question is actually a "likelihood to recommend" question: How likely is it that one of your customers would recommend you? To determine the Net (Promoter) Score, group your respondents into three categories: 1) Promoters, 2) Passives, and 3) Detractors.

NPS is evolving into more than just a score; the latest meaning of the acronym is therefore “Net Promoter System” (rather than just a score).

A comprehensive introduction to NPS is the book The Ultimate Question 2.0 by Fred Reichheld and Rob Markey.

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