NPS® Calculation made simple

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Count the responses

Add up the number of answers per category

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10
9
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8
7
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6
5
4
3
2
1
0
Group the responses

Add the total number of responses per group

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Total
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Total
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Total
Let's calculate the Score

Subtract the percentage of Detractors from the percentage of Promoters

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Total amount of responses
-
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Total amount of responses
=
NPS
Your NPS®

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What is the Net Promoter Score (NPS®)?

The Net Promoter Score (or Net Promoter System) is an easy and proven method to understand customer satisfaction and feedback from the beginning.

Ask the Right Question

The NPS® basically refers to one, carefully chosen, but easy to answer first question: "How likely would you recommend this service to a friend or colleague?". Customers will answer this question in two steps. The first part is a numerical rating on a sclae from 0 to 10. Therefore the result is a standardized, quantitative benchmark that can be evaluate over time.

Ask the 2nd important question

The second part is a free text field which shows the true power of the NPS®. Customers are asked to give more context about their rating free of any influence that could impact their opinion.

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