“In Germany, for example, NPS for digital-only activity was 5, but 19 for digital combined with in-person or phone contact. In Australia, NPS scores in those categories were 3 and 19, respectively.”
Wow. On a scale of 1 to 10 (which is how NPS is scored), two countries scored a 19. How is that even possible?!?
NPS takes the total number of Promoter scores and subtracts the total number of Detractor scores. It ignores the middle or indifferent scores. Thus a a positive NPS indicates there are more promoters than detractors.
“In Germany, for example, NPS for digital-only activity was 5, but 19 for digital combined with in-person or phone contact. In Australia, NPS scores in those categories were 3 and 19, respectively.”
Wow. On a scale of 1 to 10 (which is how NPS is scored), two countries scored a 19. How is that even possible?!?
NPS takes the total number of Promoter scores and subtracts the total number of Detractor scores. It ignores the middle or indifferent scores. Thus a a positive NPS indicates there are more promoters than detractors.