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NPS Calculator

Add the no. of responses for each score

Promoters
10
9
Passives
8
7
  • Detractors
    6
    5
  • 4
    3
  • 2
    1
  • 0
Detractors
6
5
4
3
2
1
0

Add the no. of responses per category

=

0

The percentage difference between the promoters and the detractors is your NPS score.

  • Promoters

    total no. of promoters /
    total no. of responses

  • -
  • Detractors

    total no. of detractors /
    total no. of responses

Good

What Is Net Promoter Score (NPS)?

How To Calculate?

nps-formula

More Calculators

FAQs

Fred Reichheld, a partner at Bain & Company, created the NPS in 2003.

To calculate NPS, customers (through feedback mechanisms) are asked to rate the likelihood of them recommending the product/service to their family and friends on a scale of 0-10. Customers, based on the rating they provide, are classified into 3 categories – Promoters (9-10), Passives (7-8) & Detractors (0-6).

Passives are not taken into account while calculating NPS. However, Passives play a major role while calculating the % of Promoters and % of Detractors.

The NPS scale can range from -100 to +100 and can be individually calculated basis feedback captured at every touchpoint across the customer journey.

It assesses customer satisfaction and measures their loyalty levels quickly and diligently.

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