In the [[Net Promoter Score]] calculation, customers who give a score of 7 or 8 on the 0-10 scale are considered as passives and are referring to customers who are satisfied with your company but not happy enough to be considered [[promoter]]s. Which means they don’t recommend the company to others but also do not make negative comments. While calculating the score, the passives are included in the total number of [[feedback]] as denominator. The calculation formula is "NPS = ( Number of Promoters - Number of Detractors) / Total Number of Feedback".

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