> ## Documentation Index > Fetch the complete documentation index at: https://docs.sprig.com/llms.txt > Use this file to discover all available pages before exploring further. # Net Promoter Score > How does it work? Promoters, Passives, and Detractors, explained. Net Promoter Score (NPS) is a metric that is intended to measure a product or service’s customer experience, which is based on the single question: *“How likely are you to recommend\[Company] to a friend or colleague?”* Note: If the term *colleague* in the question doesn't fit your customer base, you can use a *family member* as a substitute. The NPS question uses a 0-10 scale, where 0 = *Not at all likely* and 10 = *Extremely likely*. 996 Study participants who give a rating of 0-6 are known as *Detractors*. These are customers who would not recommend your product and may even speak negatively about it to others. Those who give a rating of 7-8 are known as *Passives*. These are customers with positive feelings, but who aren't strong enough advocates to actively recommend your product. Study participants who give ratings of 9-10 are known as *Promoters*, those who are most likely to recommend your product to others. The goal is to maximize your *Promoters* and minimize *Detractors*. As such, the Net Promoter Score is calculated by taking the percentage of study respondents who give a rating of 9 or 10 and subtracting the percentage who give a rating of 0 - 6. Those who give a rating of 7 or 8 are excluded from the calculation. Your resulting score can range from -100 to 100.