NPS Score Calculation
Learn how Net Promoter Score works and how to interpret your results.
What is NPS?
Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend your product or service to others. It's based on a single question:
"On a scale of 0-10, how likely are you to recommend us to a friend or colleague?"
The Three Groups
Respondents are categorized into three groups based on their score:
Promoters (9-10)
Loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (7-8)
Satisfied but unenthusiastic. Vulnerable to competitive offerings.
Detractors (0-6)
Unhappy customers who can damage your brand through negative word-of-mouth.
The Formula
NPS = % Promoters - % Detractors
Note: Passives are not included in the calculation but do count toward total respondents.
Example Calculation
If you have 100 responses:
- 50 gave 9 or 10 (Promoters) = 50%
- 30 gave 7 or 8 (Passives) = 30%
- 20 gave 0-6 (Detractors) = 20%
NPS = 50% - 20% = +30
Interpreting Your Score
NPS ranges from -100 to +100. Here's what different scores generally indicate:
Important Considerations
- Industry matters: Benchmarks vary significantly by industry
- Sample size: Need at least 30-50 responses for statistical significance
- Trends over time: Focus on improvement, not just absolute score
- Follow up: The score is just the start - follow up to understand why
- Segment your data: Break down by customer type, product, etc.