Net Promoter Score® (NPS)

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Net Promoter Score® measures customer experience, predicts business growth, and is calculated based on responses to a single question:

"How likely is it that you would recommend our company to a friend or colleague?"

The customer answers this question by selecting a number on a 0-10 point scale, with 10 being very likely to refer you and 0 being not likely at all.

To calculate NPS, responses are assigned to a category and used to solve for NPS.

9 or 10 = Promoters (likely to buy more, remain a customer, positively refer others)
7 or 8 = Passives
0-6= Detractors (likely to share a negative referral)
NPS = Promoters % of total - Detractors % of total

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/cGlOpkJenA/NPS%20Promoter%20scor.png (NPS Promoter scor.png)

In this example, 100 customers were surveyed and the number of responses for each rating is totaled.

To find Promoters % of total:

To find Detractors % of total:

To find** NPS:**

NPS performance varies across industries but generally the following applies:

-100 (every responder is a "detractor") to -1 = Poor

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