The responses to the NPS question are categorized into three groups:
Promoters (9-10): Customers who are highly satisfied and likely to recommend the company. Passives (7-8): Customers who are satisfied but not enthusiastic enough to promote the company. Detractors (0-6): Customers who are unhappy and could potentially discourage others from using the company's products or services.
The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The score can range from -100 to +100.