How is NPS calculated?

Net Promoter Score (NPS) is calculated by subtracting the percentage of Detractors from the percentage of Promoters. This methodology reflects the overall customer sentiment towards a brand or service.

Promoters are those respondents who score your product or service a 9 or 10 on a scale of 0 to 10, indicating a high level of satisfaction and loyalty. Detractors, on the other hand, are those who score you between 0 and 6, representing dissatisfied customers who are more likely to spread negative feedback.

By using the formula of % Promoters minus % Detractors, you obtain a score that can range from -100 to +100. This metric is powerful because it distills customer feedback into a simple, actionable number that organizations can use to gauge customer loyalty and predict growth.

Other options do not accurately capture the essence of how NPS is designed to function, as they either mix different categories inappropriately or misinterpret the relationships between promoter and detractor groups.