The NPS (Net Promoter Score) is a simple, globally used way to measure your customers' loyalty. It starts from a single question: "on a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?". This article explains what the score means and how it is calculated in WiseData NPS.
The three groups of respondents
Based on the 0-to-10 rating, each person falls into one of three groups:
Promoters (9 to 10) — loyal, enthusiastic customers who tend to recommend you and buy again.
Passives (7 to 8) — satisfied but unenthusiastic customers who may switch to a competitor.
Detractors (0 to 6) — unhappy customers who may speak poorly of you and hurt your reputation.
How the score is calculated
The math is straightforward: % of Promoters − % of Detractors. Passives count toward the total responses but neither add nor subtract in the calculation.
The result ranges from −100 (everyone a detractor) to +100 (everyone a promoter). For example: if 60% are promoters, 30% passives and 10% detractors, your NPS is 60 − 10 = 50.
How to read your NPS
In WiseData NPS, the score comes with a rating that helps you immediately see which band you're in:
Excellent — 75 or above.
Good — 50 to 74.
Fair — 25 to 49.
Poor — 0 to 24.
Critical — below 0.
More important than the absolute number is the trend: tracking whether your NPS goes up or down over time usually tells you more about your business than comparing with other companies.
The same NPS, many contexts
In WiseData NPS, this same calculation is applied to different situations. Instead of working with separate metrics, you choose the type of survey based on your goal — for example, the overall relationship over time, the experience right after a purchase, satisfaction with a product, or your team's engagement (the eNPS). The context of the question changes, but the way you read the score is always the same.
To learn about all the types and when to use each, see the article on survey types.
In short: NPS classifies respondents into promoters (9-10), passives (7-8) and detractors (0-6), and the score is % of promoters minus % of detractors, ranging from −100 to +100. Track your band (from Critical to Excellent) and, above all, the evolution over time.