How to Calculate Net Promoter Score
What is Net Promoter Score?
Measures customer satisfaction and likelihood to recommend using a simple survey. Predicts growth and identifies detractors and advocates.
Step-by-Step Guide
- 1Ask: "On 0-10 scale, how likely recommend to friend?"
- 2Score 9-10: Promoters, 7-8: Passives, 0-6: Detractors
- 3Calculate: (Promoters - Detractors) ÷ Total × 100%
- 4Track over time by segment
Worked Examples
Input
70% promoters
Result
NPS 60
Common Mistakes to Avoid
- ✕Only tracking overall NPS, not by customer segment
- ✕Not following up with respondents to understand why
Frequently Asked Questions
What's a good NPS score?
Below 0 poor, 0-30 good, 30-70 excellent, 70+ best-in-class depending on industry.
How do I improve NPS?
Follow up with detractors to fix issues, engage promoters for referrals, reduce passives.
Ready to calculate? Try the free Net Promoter Score Calculator
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