The NPS is a tool that can be used to gauge the loyalty of your customers, employee and advocates.

They will be asked the question how likely is it that you would recommend us to your friends, family or colleagues and will be able to respond with a score between 0 and 10. This score then translates into an NPS score ranging from -100 to +100 and divides the respondents into 3 categories:

Net Promotor Score categories

Detractors those that are not genuine advocates. They will not be of value to your brand, they might even detract from that value. If we interpret this in the context of a community, these people will most likely not even sign up. And if they would we could imagine these people poisoning the experience inside of the community.

Passives those who like your brand but are not very keen on the idea of sharing your content or providing you with references. These people will not result in added value through a community, but they won’t be detrimental either.

Promoters the group of people from who you want to source your advocates. These are loyal followers who are willing to introduce you to new customers and are not afraid to share awesome content that you publish.