References

Ranking

The Net Promoter Score (NPS) assesses with our participants to what extent he / she would recommend our activities to others.

In practice, after using our services, you will be asked the following question:

'To what extent would you recommend Performance College to friends / family / colleagues?'

Here you can give an answer on an 11-point scale from 0 (very unlikely) to 10 (very likely).

Depending on the score given to the above question, three categories of people are distinguished:

• Promoters = respondents who have given a score of 9 or 10;
• passively satisfied = respondents who gave a score of 7 or 8;
• Criticasters = respondents who have given a score of 0 to 6.

The NPS is calculated as the difference between the percentage of Promoters and Criticasters. The NPS itself is not expressed as a percentage but as an absolute number, somewhere between -100 and +100.

For example, if you have 25% Promoters, 55% Passive satisfaction and 20% Criticasters (total: 100%), the NPS is 25% - 20% = +5.

Actual score