The Net Promoter Score is calculated by applying the formula P - D = NPS, where P and D are the percentage of promoters and detractors. When asked "Would you recommend ____ to a friend or colleague?" on a scale of 0-10 (10 being positive), promoters are those that respond with 9 or 10, detractors response with 0-6, neutrals respond with 7 or 8. Neutrals are not counted - that's why 7 and 8 are excluded from the formula. NPS ranges from -100 to +100. An NPS of 85 and better is considered World Class.
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