Free tool
NPS Calculator (Net Promoter Score)
NPS comes down to one question: “How likely are you to recommend us to a friend or colleague?”. Answers from 0 to 10 fall into three groups, and the score takes detractors away from promoters.
Net Promoter Score (NPS) measures how likely people are to recommend a company, on a 0 to 10 scale. Promoters answer 9 or 10, passives 7 or 8, detractors 0 to 6. The score is the percentage of promoters minus the percentage of detractors: it ranges from −100 to +100.
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How NPS is calculated
NPS = % promoters − % detractors % promoters = Promoters ÷ Responses × 100
Out of 100 responses, 50 promoters, 30 passives and 20 detractors give 50 % minus 20 %: an NPS of 30. Passives are neither added nor subtracted, but they count in the total: each extra passive brings the score closer to 0.
An NPS is read over time and against your industry: the same question, asked the same way, before and after a change. Net Promoter®, NPS® and NPS Prism® are registered trademarks of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld; Net Promoter Score℠ is a service mark of the same owners.
What the score helps you track
- The effect of a change: a reworked customer service, a redesigned offer, measured before and after on the same question.
- The detractors to handle first: according to Bain & Company, they account for more than 80 % of negative word of mouth.
Frequently asked questions
How do I calculate NPS?
Subtract the percentage of detractors (scores 0 to 6) from the percentage of promoters (scores 9 and 10). 50 % − 20 % = an NPS of 30.
What question measures NPS?
Bain & Company’s: “How likely are you to recommend us to a friend or colleague?”, scored from 0 to 10.
Why don’t passives count?
They count in the number of responses, so in both percentages, but neither as a plus nor a minus: one more passive brings the score closer to 0 without being a detractor.
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