That’s because the thinking behind NPS is that someone who gives a neutral score isn’t going to say the good things about a company that a promoter would. They won’t be loyal. We need to convert them to promoters. So we consider them a detractor.
…ormal statistician would just report on the mean of all the scores they collected from respondents. For reasons never fully explained, NPS doesn’t like the mean average of the numbers they receive. Instead, they segment the scores into three components: