Net Promoter Score (NPS)
NPS measures customer loyalty based on 0–10 ratings grouped into Promoters (9–10), Passives (7–8), and Detractors (0–6).
Formula: NPS = % Promoters − % Detractors. Passives count toward total responses but do not directly affect the score.
Inputs
Enter counts by group from your survey.
Summary
Survey distribution and NPS score.
NPS
50
Promoters
60.0%
Detractors
10.0%
Responses
200
NPS basics
NPS ranges from −100 to +100. Higher scores indicate greater loyalty and word‑of‑mouth potential.
How to use the calculator
- Enter counts of promoters, passives, and detractors.
- Review the distribution and the resulting NPS score.
- Segment by cohort (e.g., plan, acquisition source) for deeper insight.
Pitfalls
- Small sample sizes—aggregate cohorts or extend survey window.
- Unbalanced sampling—ensure representative coverage across customer segments.