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 are you to recommend (your repair shop name here) 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®)