How NPS works
Respondents answer "How likely are you to recommend [company] to a friend or colleague?" on a scale from 0 to 10. They fall into three groups:
- Promoters (9 to 10): loyal customers who are likely to recommend you.
- Passives (7 to 8): satisfied, but not enthusiastic.
- Detractors (0 to 6): unhappy customers.
How to calculate NPS
NPS = % promoters minus % detractors.
If 200 people answer, and 100 are promoters, 60 are passives, and 40 are detractors, then 50% are promoters and 20% are detractors. The NPS is 50 minus 20, which is +30.
The NPS calculator does this for you from counts or from raw 0 to 10 answers.
Why it matters
NPS is short, so response rates stay high, and the score is easy to track over time. Add an open-ended question such as "What is the main reason for your score?" to learn why people gave each score.
Net Promoter Score was introduced by Fred Reichheld of Bain & Company in 2003. Net Promoter and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.
NPS in FormFlux
The NPS survey template has a 0 to 10 rating question, an optional reason question, and an optional email field.