How to Calculate Net Promoter Score
Calculating Net Promoter Score is a simple process that helps businesses measure customer loyalty.
How to Calculate Net Promoter Score
Calculating Net Promoter Score is a simple process that helps businesses measure customer loyalty.
The process involves collecting survey responses and applying the NPS formula.
You can also calculate your score instantly using the Net Promoter Score Calculator.
Step 1: Ask the NPS question
Ask customers the standard NPS question:
How likely are you to recommend our company to a friend or colleague?
Responses use a 0 to 10 scale.
Step 2: Categorize responses
Group responses into three categories.
| Score | Category |
|---|---|
| 9–10 | Promoters |
| 7–8 | Passives |
| 0–6 | Detractors |
Step 3: Calculate percentages
Divide the number of promoters and detractors by the total number of responses.
Example:
Promoters: 50
Detractors: 20
Total responses: 100
Promoter percentage = 50%
Detractor percentage = 20%
Step 4: Apply the formula
Use the NPS formula:
Example:
50 − 20 = 30
Step 5: Interpret the score
| Score | Interpretation |
|---|---|
| 0–30 | Average |
| 30–50 | Strong |
| 50+ | Excellent |
Related pages on Calculator for NPS
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Frequently Asked Questions
How often should you calculate NPS?
Many teams track NPS quarterly or continuously, depending on their customer feedback program.
What is a good NPS score?
Above 0 is usually positive, above 30 is strong, and above 50 is often considered excellent.