Result
NPS
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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
Customers are split into three groups by their answer to "How likely are you to recommend this company to a friend or colleague?" on a 0–10 scale: promoters (9–10) — loyal customers, passives (7–8) — satisfied but not enthusiastic, detractors (0–6) — unhappy.
NPS = share of promoters − share of detractors, in percentage points of all respondents. Passives only affect the denominator — they dilute both the promoter and detractor shares, but don't add or subtract from the final score directly.
The score ranges from −100 to +100. There's no universal "good" NPS — it depends heavily on industry (some markets have naturally higher customer emotional engagement than others) and exact question wording, so NPS is more useful tracked over time within the same survey than compared against a market average.