NPS (Net Promoter Score)
The share of customers rating 9-10 on 'how likely are you to recommend us' minus the share rating 0-6, on a -100 to +100 scale. Beloved by boards for its one-number simplicity; treat it as a rough loyalty thermometer, not the growth predictor its marketing claims.
Where it's used
Used in CX reporting and in post-purchase surveys. Good for tracking trends and collecting the follow-up comments. Weak for comparing across industries.
How to calculate it
NPS = % promoters (score 9-10) - % detractors (score 0-6)
Worked example
Illustrative numbersOf 1,000 customers surveyed, 550 give a 9 or 10, 200 give 0 to 6, and the other 250 give a 7 or 8, which counts only in the total.
Promoters
550 people ÷ 1,000 people = 55%
Detractors
200 people ÷ 1,000 people = 20%
NPS
55 promoters - 20 detractors = +35
What it tells you
NPS is a score, not a percentage. Read the comments from those 200 detractors, because that is where it turns into something you can fix.