NPS or Net Promoter Score is a management tool which helps to measure customer experience and predict growth of the business.
To calculate NPS respondents are asked a key question :
How likely is it that you would recommend [brand] to a friend or colleague?
And they are asked to rate their response in 0-10 scale with 0 - being least likely to recommend and 10 means extremely likely to recommend.
Respondents are grouped as follows:
Subtracting the percentage of Detractors from the percentage of Promoters gives out the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).