How is NPS calculated?
NPS is centred around one simple question: “How likely are you to recommend collectAI to someone you know?”
Respondents are asked to answer the likely-to-recommend question on a scale of 0 (not at all likely) to 10 (extremely likely). Those who respond with a score of 0 – 6 are categorised as detractors. Those who respond with a score of 9 – 10 are labelled promoters.
The Net Promoter Score is calculated by ignoring responses with a score of 7 or 8 and subtracting the percentage of detractors from the percentage of promoters.
The collectAI survey was carried out in May of this year.