Net Promoter Score®, or NPS®, measures customer experience. Calculate your NPS using the answer to a key question, using a 0-10 scale: How likely is it that you would recommend HARTZ Physical Therapy to a friend or colleague?
Based on the answer, respondents are grouped as Promoters (score 9-10), Passives (score 7-8) or Detractors (score 0-6). Subtracting the percentage of Detractors from the percentage of Promoters yields 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). Given the NPS range of -100 to +100, a “positive” score or NPS above 0 is considered “good”, +50 is “Excellent,” and above 70 is considered “world class.”