Net Promoter Score Formula
Understand the NPS formula, the scoring bands, and the steps used to calculate Net Promoter Score.
The formula
The Net Promoter Score formula is simple and widely used across customer experience teams.
Passives count toward the total number of responses, but they do not directly affect the score.
Step-by-step calculation
- Count the number of promoters, or scores of 9 and 10
- Count the number of detractors, or scores of 0 through 6
- Divide both groups by the total number of responses
- Convert each value into a percentage
- Subtract detractor percentage from promoter percentage
Worked example
Imagine you have 100 responses: 55 promoters, 25 passives, and 20 detractors.
Promoters make up 55% of responses and detractors make up 20%. That gives you an NPS of 35.
| Category | Responses | Share |
|---|---|---|
| Promoters | 55 | 55% |
| Passives | 25 | 25% |
| Detractors | 20 | 20% |
Related pages on Calculator for NPS
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Frequently Asked Questions
Why are passives excluded from the formula?
Passives are neutral. They are counted in total responses, but they do not directly influence the score.
What is the highest possible NPS?
The highest possible NPS is +100, which happens when every respondent is a promoter.