In short, a 10-point scaled survey is sent to customers asking them "how likely they are to recommend the company to another person" – with 1 being "extremely unlikely", 5 being "neutral", and 10 being "extremely likely". Once all surveyed customers answer has been recorded the NPS score is derived by taking the combined percentage of customers who scored a 9 or 10 ... minus the combined percentage of customers who scored a 1 through 6.