NPS subtracts detractors from promoters on a 0-10 recommend question—the math, the follow-up question that matters, and its limits.
NPS asks one question—how likely to recommend (0-10)—then subtracts the % of detractors (0-6) from the % of promoters (9-10). Passives (7-8) count in the base but not the score. It's a relationship thermometer, not a diagnostic.
NPS = %promoters − %detractors, range −100 to +100.
120 responses: 45 promoters, 25 detractors → NPS = 37.5 − 20.8 ≈ +17. The "why" follow-up carries more signal than the number.
Client and learner relationships you track over time; pair every score with an open "what drove that number?"
Category boundaries (7-8 vs 9-10) swing results; never compare NPS across cultures or industries without adjusting. And it's not a satisfaction score.
Industry-relative only—+30 may be excellent in telco, weak in luxury. Compare against your own trend line first.
For tracking, yes—provided the verbatim follow-up is actually collected and coded.
Turn the concept into a live assessment：Net Promoter Score (NPS)
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