The Net Promoter Score is defined as the %9 & 10 minus the %0-6. Compute the NPS

Question

The Net Promoter Score is defined as the %9 & 10 minus the %0-6. Compute the NPS score in total. ______

Why do you think this score is low?

Brand * NPS Net Promoter segment Crosstabulation NPS Net Promoter segment -1.00 Detractor .00 Passive 1.00 Promoter Total NPS H&M 62.0% 20.9% 17.1% 100.0% -44.9% Zara 70.8% 16.2% 13.1% 100.0% -57.7% Gap 70.1% 14.6% 15.3% 100.0% -54.8% Levis 37.0% 26.5% 36.4% 100.0% -0.6% Diesel 72.8% 18.4% 8.8% 100.0% -64.0% Nike 38.3% 27.7% 34.0% 100.0% -4.3% Adidas 55.7% 24.8% 19.5% 100.0% -36.2% Under Armour 42.9% 30.0% 27.1% 100.0% -15.8% Burberry 72.5% 12.3% 15.2% 100.0% -57.3% Louis Vuitton 66.9% 20.0% 13.1% 100.0% -53.8% Prada 82.8% 9.7% 7.6% 100.0% -75.2% Ralph Lauren 64.7% 19.1% 16.2% 100.0% -48.5% Reebok 55.1% 21.8% 23.1% 100.0% -32.0% Lululemon 74.3% 16.4% 9.3% 100.0% -65.0% The North Face 54.0% 13.0% 32.9% 100.0% -21.1% Banana Republic 73.6% 10.7% 15.7% 100.0% -57.9% Urban Outfitters 71.9% 15.1% 12.9% 100.0% -59.0% Guess 69.9% 16.2% 14.0% 100.0% -55.9% LL Bean 63.8% 22.0% 14.2% 100.0% -49.6% J Crew 73.6% 16.7% 9.7% 100.0% -63.9% Lands End 69.6% 15.6% 14.8% 100.0% -54.8% Versaci 77.8% 12.0% 10.1% 100.0% -67.7% Chanel 73.9% 11.9% 14.2% 100.0% -59.7% Gucci 70.2% 17.0% 12.8% 100.0% -57.4% David Yurman 79.9% 11.1% 9.0% 100.0% -70.9% Total 65.5% 17.6% 16.9% 100.0% -48.6%

Explanation / Answer

Depending on the score that is given to the Net Promoter question, three categories of people can be distinguished:

The total NPS score is given by the last row of the table.

The Detractors are at 65.5 and Promoters at 16.9.

hence, the NPS total is at 16.9% - 65.5% = -48.6%

If we were to comment based only on the data given, then the NPS score is so low because most of brands have a also a low NPS score i.e. the balance NPS score even at brand level is very low ( very -ive)

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