NPS is calculated by asking participants a simple question: "On a scale of 0 to 10, how likely are you to recommend this training to a friend or colleague?"
The responses are then classified into three categories :
- Promoters (score 9-10)
- Passives (score 7-8)
- Detractors (score 0-6)
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters :
NPS = % Promoters - % Detractors