Generally used in Customer Care Services.

Example:

Suppose Abhik is a customer care agent, who handled a total of around 1000 calls in a month, out of which, only 25 customers send feedbacks. Out of those 25 feedbacks, suppose he got 9 promoters, 12 detractors & 4 neutrals, then, according to the above formula:

Number of promoters = P = 9

Number of detractors = D = 12

Number of neutrals = N = 4

Total Number of responses = P + D + N = 9 + 12 + 4 = 25

Therefore, according to the above formula:

NPS = ((Number of promoters – Number of detractors) / Total number of responses) x 100 = ((9 – 12) / 25) x 100 = – (3 x 4) = -12

Therefore, NPS score of Abhik is -12.