nps-report-scaleLEAST LIKELY TO PROMOTEMOST LIKELY TO PROMOTE“The threat”Require proactive outreach to mitigate churn and prevent negative word of mouth.“The uncommitted”Susceptible to competitive alternatives, but will not speak positively or negatively about your business.“The fans”Loyal and enthusiastic customers. Will spread positive word of mouth to friends and family about your business.DETRACTORS (0–6)PASSIVES (7–8)PROMOTERS (9–10)0 1 2 3 4 5 6 7 8 9 10NPS = % PROMOTERS – % DETRACTORS