Definition: Passives

Passives is a term used when calculating Net Promoter Score.

It refers to people who have been asked “on a scale of 1-10, how likely are you to recommend a product (with 10 being the highest)” and have scored 7-8.

These people are referred to as passives, as although they were satisfied with the product or service, they are unlikely to use it again or recommend it.

Glossary Index