How is the NPS calculated?

The ambassador score is based on the concept of promoters, passives and detractors.


It is determined whether a respondent is a promotor, passive or detractor by the respondent's answer on the question "How likely are you to recommend the club to friends, family or colleagues?".

- A promoter has answered 9 or 10

- A passive has answered 7 or 8

- A detractor has answered between 0 and 6


The ambassador score is calculated by subtracting the share of detractors from the share of promoters.

Thus, the NPS can vary from -100 (all respondents being detractors) to 100 (all respondents being promoters).

As an example, if you have 60 % promoters and 20 % detractors, your ambassador score is 40 %.

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