Net Promoter Score® Calculation

Get an inside look at the Net Promoter calculator.

Create a Survey Today

Have you ever liked a company so much that you’ve told your friends about it?

Or have you ever been so pleased with a brand that you wrote an online review? If so, you understand the basic concept behind the Net Promoter Score, a survey system that’s designed to measure customer satisfaction and loyalty.

The Net Promoter Score system uses one basic question to measure customer loyalty:

“How likely is it that you would recommend our organisation to a friend or colleague?”

There are many formulae for testing customer’s opinions, such as the Customer Satisfaction Score (CSAT) system, but the NPS system is intended to go beyond testing how satisfied a customer is with a company: it’s designed to test whether someone likes a brand enough to recommend it to others. In other words, the person isn’t merely “satisfied” with the company – by telling others about the brand, the person is effectively marketing the company’s services.

Although there are pros and cons to NPS, numerous research studies have shown that the NPS system also correlates with business growth. In fact, studies by the Harvard Business Review and Satmetrix have found that companies ranging from banking to car-rental companies show higher income when they improve their Net Promoter Scores.

So, if you’re looking for a more scientific way than just relying on online reviews to understand your brand’s strength, the NPS is a straightforward system to use, and one of its big benefits is that it allows you to benchmark your company’s results against others in your industry. But more on that later. First, let’s tackle the Net Promoter Score formula.

How the NPS formula works

Just as the main question of the Net Promoter Score sample survey is fairly simple, the Net Promoter Score calculation system is too. At first glance, it may seem rather complicated, but we’ll show you how to break it down and make figuring out your Net Promoter Score an easy process.

The Net Promoter Score Scale

To get started, customers are asked to rate their likelihood of recommending a company to a friend or colleague by using a 0-10 point scale:

The number on the scale that a customer chooses is then classified into one of the categories: “Detractors,” “Passives,” and “Promoters.”

Score breakdowns:

0 – 6: Detractors

7 – 8: Passives

9-10: Promoters

You can think of the NPS system as similar to a four-star system on an online review, but the NPS scale gives you a broader way (and a more accurate method) to measure customer’s opinions.

How to calculate your company’s Net Promoter Score

Let’s suppose you’ve sent out an online poll with the NPS question and the 0-10 scale and you’ve received 100 responses from customers. What do you do with the results? Is it as simple as averaging the responses? Well, not quite. But it’s almost that easy.

The NPS system gives you a percentage, based on the classification that respondents fall into – from Detractors to Promoters. So to calculate the percentage, follow these steps:

  • – Enter all of the survey responses into an Excel spreadsheet.
  • – Now break down the responses by Detractors, Passives and Promoters.
  • – Add up the total responses from each group.
  • – To get the percentage, take the group total and divide it by the total number of survey responses.
  • – Now subtract the percentage total of Detractors from the percentage total of Promoters – this is your NPS score.
  • Let’s break it down:

    (Number of Promoters – Number of Detractors) / (Number of Respondents) x 100

    Example: If you received 100 responses to your survey:

    10 responses were in the 0-6 range (Detractors)

    20 responses were in the 7-8 range (Passives)

    70 responses were in the 9-10 range (Promoters)

    When you calculate the percentages for each group, you get 10%, 20% and 70% respectively.

    To finish off, subtract 10% (Detractors) from 70% (Promoters), which equals 60%. Since an example Net Promoter Score is always shown as just an integer and not a percentage, your NPS is simply 60. (And yes, you can have a negative NPS, as your score can range from -100 to +100.)

    Or, let SurveyMonkey handle the Net Promoter Score calculations for you

    If you want to speed up the process, SurveyMonkey will tabulate the NPS scores for you when you send our online poll to your customers. Simply sign in to SurveyMonkey or create your account. Choose the NPS Survey Template and get started.

    We’ve even added helpful open-ended survey questions to the template so that you can understand why people gave you a particular rating:

  • – What changes could this company (insert your brand name) have made for you to give it a higher rating?
  • – What does this company (insert your brand name) do really well?
  • Remember that the beauty of the NPS system is its simplicity, so don’t get carried away by adding a lot more questions to the example questionnaire and avoid too many questions that ask about all of the parts of your business.

    Instead, the targeted follow-up questions, also called diagnostic questions, will help you learn from your Detractors (the “What can we do to improve?” question) and from your Promoters (the “What are we doing really well?” question). It’s that simple.

    You’ve finished your Net Promoter Score Calculation. Now what?

    So you’ve sent out the NPS survey sample to your customers. You’ve compiled the results and run the numbers. You now have your Net Promoter Score number – maybe it’s a 52. Is that good or bad?

    Well, like many things in life, it’s really all relative. If your competitors have NPS numbers in the high 60s, you’re probably going to try to work out out where your brand could improve. On the other hand, if your competitors all have scores in the low 40s, you’re doing just fine.

    Ready to get started? We’ve got everything you need to get your Net Promoter Score. Send our example NPS questionnaire to your customers to learn whether they like your brand so much that they’d recommend it.

    NPS, Net Promoter & Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

    You may also like:

    Customer Satisfaction Survey Template

    Do you want to know what your customers are saying about you? Customer satisfaction surveys can help you find out what people think of your company, obtain feedback about customer service, and more.

    Visit Page

    Employee Engagement Survey Template

    When you listen to your employees, you can make decisions that build a happier workplace. Find out how employees really feel about their jobs. Obtain the feedback you need to keep them happy.

    Visit Page

    Event Planning Survey Template

    Organising an event is by no means easy. Who’s coming? What’s their schedule like? Event surveys can give you a clearer picture. When you’ve finished, receive post-event feedback so that you can improve for next time.

    Visit Page

    Why do 25+ million people use SurveyMonkey?

    Unlimited surveys

    Send as many surveys and quizzes as you want—even with free plans.

    Fast answers

    Easily create and send professional surveys. Get reliable results quickly.

    Expert approved

    Access pre-written questions and templates approved by our survey scientists.

    Real-time results

    Check results on the go from any device. Spot trends as data comes in.

    Fresh ideas

    Surveys give you more than just answers. Get feedback and new perspectives.

    Actionable data

    Extract and share insights from your data with your team.