Segments
| Segment | Respondents | Promoters | Detractors | NPS | Remove row |
|---|---|---|---|---|---|
| — | |||||
| — |
Result
Overall NPS across all segments
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This calculation is for informational purposes only and does not replace advice from a qualified professional. Formulas and rates may not fit your exact situation — double-check the figures before making decisions.
How it is calculated
Segment NPS = (segment promoters − segment detractors) ÷ segment respondents × 100 — the same formula as ordinary NPS, applied to each row of the table separately. Overall NPS is computed from the sum of promoters, detractors and respondents across all segments together.
A segment breakdown is almost always more informative than one overall number: a single NPS can look fine while hiding a badly dissatisfied specific segment (e.g. customers on the cheapest plan, or new users) offset by happier ones elsewhere.
It's useful to compare not just the NPS values across segments but also each segment's size — a very unhappy but small segment can be a lower priority for immediate action than a less extreme but widespread problem in a large segment.