Simpo FAQ

The Net Promoter Score (NPS) is a survey based management tool used to measure experience and overall satisfaction for a customer. The NPS survey calculates a score based off of a ranking from 0-10 made by a user and asks one question: "How likely are you to recommend us to your friends and colleagues?" Prompted to respond to the question by ranking their likeliness to recommend, a user can be one of three things, a promoter, passive, or detractor. Those who answer with a ranking from 0-6 are called Detractors and are believed to be the least-likely to exhibit positive behaviour and referrals to other potential customers. Those who answered 7 or 8 are called Passives and their behaviour falls between promoters and detractors. While passives contribute to the total number of respondents, they decrease the percentage of both detractors and promoters and push the overall NPS score to 0. Promoters are those who answer with a ranking of 9 or 10 and are believed to be the most-likely to exhibit value-creating behaviour by making favourable referrals to other potential customers, remaining customers themselves for longer periods of time, and overall being a positive addition to the company. The NPS Score is a value that ranges between -100 and +100 and is calculated using the number of promoters, detractors, and total number of customers who interact with the NPS.