You get your NPS, the group distribution, and a plain-language reading of the result.
NPS measures the difference, in points, between the share of promoters, who gave a 9 or 10, and detractors, who gave a 0 through 6. Passives gave a 7 or 8: they are included in the total response count but are neither added nor subtracted in the formula. The score ranges from −100 to +100.
Out of 100 responses, 60 are promoters, 25 are passives, and 15 are detractors. The calculation is 60% − 15% = 45. The NPS is 45; the 25 passives remain in the denominator used for both percentages.
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Scores of 9 and 10 make up the promoter group.
Scores of 7 and 8 are neutral in the formula but still matter.
Scores from 0 to 6 make up the detractor group.
NPS = percentage of promoters − percentage of detractors. Every valid response is included in the total.
A score alone does not explain the cause or define good performance. Compare periods and read the comments.
NPS and Net Promoter Score are registered trademarks of Bain & Company, Fred Reichheld, and Satmetrix Systems.
NPS ranges from −100, when every response is a detractor, to +100, when every response is a promoter. Zero means the promoter and detractor shares are equal.
Yes. Scores of 7 and 8 are included in the total response count and affect the percentages, but they are not directly added or subtracted.
There is no universal cutoff. Compare the score with the same operation over time, equivalent segments, a consistent collection method, and relevant industry context.
One response is enough to perform the arithmetic, but not to make the result representative. Set a target using population, confidence, margin of error, and bias checks.
The references support the definitions and assumptions. The formula used is shown on this page and covered by automated tests.
Put the learning into a real survey and track every response in NPSLab.