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Add up the number of answers per category
Add the total number of responses per group
Subtract the percentage of Detractors from the percentage of Promoters
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.