On a scale from one to ten, Frog Company labels customers who gave the company a
ID: 2540316 • Letter: O
Question
On a scale from one to ten, Frog Company labels customers who gave the company a
score of 9 or 10 as “promoters”, customers who have the company a score of 7 or 8 as
“passively satisfied”, and customers who gave the company a score of 6 or less as
“detractors”. Frog Company asked 1,000 customers to give the company a score. Six
hundred customers indicated, by the score they assigned, that they were passively
satisfied. If the achieved net promoter score was 25% what is the number of promoters
and detractors in this survey?
a. 400 promoters and 100 detractors
b. 325 promoters and 75 detractors
c. 250 promoters and 150 detractors
the answer is b, how to solve it?
Explanation / Answer
Solution :
The net promoter % = (Number of promoter - number of detractor)/ total number of survey * 100
The passivelt satified customers who give a rating of 7 or 8 are included in the total amount surveyed but are not included in the formulae for Net Promoter Score (NPS).
Given total surveys/score = 1000
Passively satified score = 600
Total of promoters and detractors = (1000-600 ) = 400
Hence, option a is wrong as the total would be 500. In case of option c , (250-150)/1000*100 = 10%
However , the correct answer is option b where , ( 325-75)/1000*100 = 25%
In short , any comnibantion between promoters and detractors having a difference of 250 and having totals of 400 would fit in 25% ratio of Net promoter Score.