NPS divides your customers into 3 groups:
- Promoters - Score 9-10 - loyal enthusiasts who will refer others to you
- Passives - Score 7-8 - satisfied but unenthusiastic
- Detractors - Score 0-6 - unhappy customers who will damage your brand through negative word of mouth
Market Leaders would be expecting an NPS of 70%-80% depending on the industry sector.
Ken Thompson (aka The BumbleBee) blogs about bioteams, virtual collaboration and business simulation at www.bioteams.com