The Net Promoter Score is only for the Recommendation questions (Sales: Q1, Q8; Service: Q1, Q6, Q10). Q1 is the Key Metric NPS Score. From the recommendation questions, customers may be divided into 3 categories: Promoters (who score 9 or 10), Passives (who score 7 or 8) and Detractors (who score 0-6)