We have had very please customers who give us a passive score and I feel that should not count against the total NPS score as this, in my opinion is a neutral score. My husband even filled his out and it gave us an 8, which he though was a good score. I also do not agree with questions due to the fact that they can hurt us also. Also, I am not sure if the just answering the questions negatively and not given the Center a score hurt our NPS or not. Example: if customer marks dissatisfaction with convenience of location, cost of service or accepts insurance we have no control over these as a Center and this should not go against our NPS score.
