NPS Rating and Calculation
Net Promoter Score®, or NPS®, measures customer experience and predicts business growth.
NPS® is calculated by answering a key question, using a scale from 0-10 "How likely is it that you would recommend Hyundai to a friend or colleague?"
- Promoters (scores 9-10) are loyal enthusiasts who will keep buying and referring others, fueling growth
- Passives (scores 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings
- Detractors (scores 0-6) are unhappy customers who can damage your brand and impede your growth through negative word-of-mouth
The NPS® calculation formula is %Promoters - %Detractors = NPS® (Net Promoter Score®)