NPS -KPI Calculation
Survey is structured in different questions. For each of them the score ranks on a scale from 1 to 10, depending on satisfaction.
We calculate our NPS considering the answer to the key question Q2, using a 1-10 scale:
How likely are you to recommend Dealer to a friend, relative or colleague?
Respondents are grouped as follows:
Net Promoter Score NPS = % (Promoters – Detractors)/ tot number of survey submitted by customers