What is NPS and how is NPS calculated?

Net Promoter Score (or Net Promoter System) is a proven methodology for measuring customer loyalty through feedback. 

NPS comprises of a single question survey. “How likely is it that you would recommend [brand] to a friend or colleague?”. Customers answer this question in two parts. The first part is a 0–10 numerical rating. This provides a standardized quantitative benchmark that can be tracked over time.

The second part of the NPS survey is a free-form follow-up question. “Why did you give that score?”. It allows the customer to provide context for their rating in their own words.

Customers are segmented into three groups according to their numerical response to the 0-10 rating question. 

Promoters Score of 9 or 10
A promoter will go out of their way to recommend your product or service, often unprompted. 

Passives Score of 7 or 8
A passive probably liked your product or service, but wasn’t floored by it. They may mention it in the right context, but they are unlikely to personally vouch for it.

Detractors Score of 6 or below
A detractor will proactively take any opportunity to dissuade people from using your product or service.

Calculate your NPS

NPS provides a score, ranging from −100 to 100, that serves as a report card, grading your overall customer experience.

The NPS formula

Your NPS numerical score is the percentage of promoters minus the percentage of detractors.

Your account’s NPS setup can be found here.