Net Promoter Score (NPS) Formula and Calculator

Net Promoter Score Definition, Formula, and Calculator

Lesson Objective:  In this marketing math tutorial, you will learn:

  1. Net Promoter Score definition
  2. purpose for calculating Net Promoter Score
  3. Net Promoter Score (NPS) math formula

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Net Promoter Score (NPS) – Definition & Purpose

Net Promoter Score is a simple marketing matrix used to measure the degree to which current customers will recommend a product, service, or company to their friends, family, or colleagues.
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The purpose of NPS is to measure how well a brand or company is succeeding in creating satisfied customers. Based on an 11-point system, respondents answer one fundamental and important question, “How likely is it the you would recommend our company, product, or service to a friend?”

Based on their answer, customers are then divided into one of three sections:

Promoters: Those who gave a rating 9 or 10. This group of customers are willing to recommend the company, product, or services to others.

Passives: Customers who give a 7 or 8 rating are considered Passives; they are satisfied, yet are unenthusiastic customers.

Detractors: These customers provide a score of 0 to 6 and are unwilling to recommend the company or brand to others.

Net Promoter Score (NPS) – Formula

The Net Promoter Score is calculated by subtracting the percentage of detractors from the percentage of promoters among current customers.

Net Promoter Score (NPS) Calculator

Use the form below to calculate your Net Promoter Score (NPS). The NPS is represented in a whole number, not a percentage. You subtract the percentage of Promoters from the percentage of Detractors to arrive at the final Net Promoter Score. IF you do not know your total percentage for each section of the NPS survey, please use the extended NPS calculator to the right (below if you are viewing this via a mobile device).

Net Promoter Score (NPS) Calculator (Extended)

If you do not know the percentage of Promoters and Detractors, you can calculate your total NPS by adding the total number of respondents for each section below. Please note that Passives are part of the overall total calculation, but do not get factored in as a percentage to the final NPS. All fields must be entered, even if your total score for a section is 0 (Zero).

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