They are not convinced by your company

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And would not recommend it to others. Passives (Indifferents): are participants who give an average value (7 or 8) and are therefore not taken into account. In a first step , according to Ryte, you calculate the proportions of promoters and detractors according to the following formula: Number of promoters (or detractors) ÷ number of respondents × 100 You then determine the actual NPS using the following calculation: Promoters (in % of all respondents) − Detractors (in % of all respondents) = NPS Example: You survey 100 customers.

Of the people surveyed would recommend your company, 10 would not. 20 of those surveyed gave Special Data average values ​​(7 or 8) and were therefore not taken into account. So your calculation looks like this: 70% – 10% = 60% Get to know the needs of your users In order to implement customer centricity in your online marketing, you have to get to know and understand your users and customers . There's no way around it . As the examples above make clear to you, there are a variety of ways to determine customer needs. From big data evaluations to user tests to targeted surveys of your audience, you have a wide variety of methods for customer focus.



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