{"id":7918,"date":"2019-01-09T16:15:07","date_gmt":"2019-01-09T22:15:07","guid":{"rendered":"https:\/\/www.instymeds.com\/?page_id=7918"},"modified":"2019-09-30T16:39:04","modified_gmt":"2019-09-30T21:39:04","slug":"net-promoter-score-methodology-explained","status":"publish","type":"page","link":"https:\/\/www.instymeds.com\/benefits\/patient-satisfaction\/net-promoter-score-methodology-explained\/","title":{"rendered":"Net Promoter Score Methodology Explained"},"content":{"rendered":"\t\t
NPS is calculated\u00a0 based on customer responses to single question:<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
Respondents\u00a0 select a score from 0 to 10<\/strong> that best reflects their answer:<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t The categories are based on the customers’ attitudes and their meaning\u00a0 to their future patronage of your products or services:<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t Detractors are unhappy customers who can\u00a0 damage\u00a0 your brand<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t Passives are satisfied but unenthusiastic customers<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t NPS is then calculated by subtracting the number of Detractors from the number of Promoters, dividing the difference by the total number of responses and multiplying the result by 100:<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t NPS scores range from -100 to 100 with the scores at the high end of the scale indicating exceptional performance on customer satisfaction:<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t