What's your Net Promoter Score?
Count your promoters (9 to 10), passives (7 to 8), and detractors (0 to 6). Your NPS is where customer enthusiasm lives on a scale from −100 to +100.
Response counts
Drawn from the 0 to 10 likelihood to recommend question
Calculated from 100 responses. The scale runs from −100 (everyone hates you) to +100 (everyone's evangelizing).
Promoters
Passives
Detractors
How it works
One question, thirty seconds, a score from −100 to +100
NPS boils every customer relationship down to a single question: "On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?" Respondents bucket into promoters (9 to 10), passives (7 to 8), and detractors (0 to 6).
The score is the percentage of promoters minus the percentage of detractors. Passives are ignored, since they are neither defenders nor detractors. That asymmetry is deliberate: tepid satisfaction doesn't buy you word-of-mouth.
Methodology
The formula is almost embarrassingly simple
Formula
NPS = % Promoters − % Detractors
- Promoter
- Score 9 or 10. Genuinely enthusiastic customer.
- Passive
- Score 7 or 8. Satisfied but unenthusiastic, vulnerable to competition.
- Detractor
- Score 0 to 6. Unhappy; likely to warn others away.
- Range
- −100 to +100. Anything above 0 means you have more fans than critics. Above 30 is great. Above 50 is excellent.
NPS tips
Reading the score without fooling yourself
- 1
NPS is a signal, not a verdict. A score of 30 at a SaaS tool is median; a score of 30 at a luxury brand is a crisis. Benchmark against your category, not the world.
- 2
Ask the follow-up question. The score tells you the temperature; the comments tell you the diagnosis.
- 3
Don't fish for promoters with a loaded question. Ask the verbatim: "How likely are you to recommend [Product] to a friend or colleague?"
- 4
Segment before celebrating. A rising overall NPS masked by one cohort plummeting is the most common story in churn dashboards.
- 5
Track the delta, not the absolute. Moving from 18 to 32 in a quarter is the story. The industry-comparison chart is the footnote.
Run the math once. Run the form forever.
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