The Net Promoter Score (NPS) is a widely recognized metric used by businesses to measure customer loyalty and satisfaction. By asking a simple question—“How likely are you to recommend our product/service to a friend or colleague?”—companies can gauge the strength of their customer relationships. Respondents rate their likelihood on a scale from 0 to 10, and based on their scores, they are categorized into three groups: Promoters (9-10), Passives (7-8), and Detractors (0-6).
NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, resulting in a score that ranges from -100 to +100. A higher score indicates a more loyal and satisfied customer base, making it a valuable tool for identifying strengths and areas for improvement. Businesses use NPS to benchmark performance, track trends over time, and prioritize initiatives that enhance customer experience. Use the calclator below to easily compute your net promoter score.