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      Net Promoter Score

      ICAgile uses Net Promoter Score as a quality measure for accredited courses and authorized instructors. In our post-class survey, learners respond to the following questions:

      1. How likely are you to recommend this course to a colleague?* (0 - 10)
      2. How likely are you to recommend [Instructor Name] to a colleague?* (0-10)

      Based on the score provided, the learner falls into one of the following categories:

      • 0-6: Detractors. These are dissatisfied customers who can hurt your brand through negative word-of-mouth.
      • 7-8: Passives. These are satisfied but indifferent customers who may be swayed by competitive offerings.
      • 9-10: Promoters. These are loyal enthusiasts who will keep buying and refer others, fueling growth.

      Net Promoter Score is calculated using this equation:

      (Promoters - Detractors)

      (Total Respondents)              X 100