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Glossary

What is a passive? NPS passives explained

A passive is a person who answers 7 or 8 on the NPS question. They are satisfied but not excited, and they are easy to lose.

A passive is a person who answers 7 or 8 when you ask the NPS question, "How likely are you to recommend us to a friend or colleague?" Passives are content but not excited.

How passives count

Passives count in the total number of answers but neither add to your score nor take away from it. NPS is the share of promoters minus the share of detractors. A group of 50 passives out of 200 answers only makes the other two shares smaller. eNPS uses the same groups.

Why passives are worth a look

A passive is one good or bad experience from moving. A competitor with a better offer can win them over, and a small improvement can turn them into promoters.

What to do about passives

Read their reasons. People who answer 7 or 8 often say what is missing, which maps what to build or fix next. Compare passives with promoters: what do promoters value that passives do not see?

Keep reading

All glossary terms

  • NPS

    How likely customers are to recommend you, from -100 to 100.

  • Promoter

    A person who gives 9 or 10 on NPS and is likely to recommend you.

  • Detractor

    A person who answers 0 to 6 on the NPS question and may be unhappy.

Ask these questions at the right moment

Pulseri sends NPS, CSAT and CES surveys to customers and eNPS and ESAT surveys to your team, and alerts you when a score is low.

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