Net Promoter Score (NPS)

Net Promoter Score (NPS) is calculated from answers to a 0–10 recommendation-likelihood question. Respondents choosing 9 or 10 are promoters, 7 or 8 are passives, and 0 through 6 are detractors. The calculation is the percentage of promoters minus the percentage of detractors; passives contribute to the overall response count but not directly to either subtraction term. Scores therefore range from -100 to +100.

NPS is one way to listen to customers, not a direct measurement of revenue, customer satisfaction in every dimension, or future referrals. Sampling, timing, response rate, and how the question is asked can substantially influence the score. Comparing two populations with different survey methods can be misleading.

A useful workflow pairs the number with an open-ended 'why' question and service recovery. Review NPS by customer segment and over time rather than drawing conclusions from a handful of responses.