Fig. 2: Net Promoter Score (NPS) framework for scoring customer experience. | Humanities and Social Sciences Communications

Fig. 2: Net Promoter Score (NPS) framework for scoring customer experience.

From: Navigating higher education during COVID-19: a systematic review and meta-analysis of NPS and customer experience in technological adoption

Fig. 2

The diagram segments survey respondents by their 0–10 recommendation rating: Detractors (scores 0–6, red angry-face icon), Passives (scores 7–8, yellow neutral-face icon) and Promoters (scores 9–10, green smiling-face icon). The Net Promoter Score is calculated as the percentage of Promoters minus the percentage of Detractors; Passives do not enter the equation.

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