How it works
NPS equals the percentage of promoters minus detractors; the score alone does not explain the reasons for responses. Surveys help measure customer perceptions at particular points in a service journey. Results reflect the people who responded, not automatically the entire customer base.
Business example
A company compares promoters and detractors after launching a new service.
What to consider
Agree on question wording, survey timing and sampling. Avoid treating small or biased response groups as representative of all customers.