There are three NPS categories: Promoters, Neutrals, and Detractors. See the roadside experience for your policyholders compared to those in your state broken down by the percentage of customer responses in each NPS category.
Promoters: Only show performance metrics for events with an NPS response of 9 or 10
Neutrals: Only show performance metrics for events with an NPS response of 7 or 8
Detractors: Only show performance metrics for events with an NPS of 0-6
The score is calculated by calculating the difference between the number of Promoters from the number of Detractors over the total number of respondents. NPS scores range from -100 to 100.