How the 0 to 10 answers are grouped
- 0
- 1
- 2
- 3
- 4
- 5
- 6
- 7
- 8
- 9
- 10
Your Net Promoter Score
+36
Great. Clearly more promoters than detractors. Customers are likely recommending you.
- Detractors
- 18.2%
- 40 people
- Passives
- 27.3%
- 60 people
- Promoters
- 54.5%
- 120 people
54.5% promoters − 18.2% detractors = 36.4, from 220 answers.
How NPS is calculated
NPS comes from one question: "How likely are you to recommend us to a friend or colleague?", answered from 0 to 10. Each answer falls into one of three groups.
- Promoters answer 9 or 10.
- Passives answer 7 or 8.
- Detractors answer 0 to 6.
Example: 120 promoters, 60 passives and 40 detractors is 220 answers. 120 / 220 = 54.5% promoters and 40 / 220 = 18.2% detractors, so NPS = 54.5 − 18.2 = 36.
What your score means
A rough guide most teams use. Treat it as a starting point, not a grade.
- Below 0
- Needs work. More people would warn others off than recommend you.
- 0 to 29
- Good. More promoters than detractors, with room to grow.
- 30 to 69
- Great. Customers are likely recommending you.
- 70 and above
- Excellent. Few companies score this high.
The number tells you where you stand. The reasons sit in the follow-up question: ask "What is the main reason for your score?" right after the 0 to 10 question.
Questions about NPS
- What is a good NPS?
- Anything above 0 means you have more promoters than detractors. Many teams read 0 to 30 as good, 30 to 70 as great and above 70 as excellent, but scores vary a lot by industry, so compare with your own past scores first.
- Why don't passives count?
- Passives (7 or 8) are in the total, so they lower both percentages, but they are not added or taken away. Turning a passive into a promoter raises your NPS; turning one into a detractor lowers it.
- How many responses do I need?
- NPS moves a lot with small samples. With 100 responses, one person changing their score moves NPS by up to 2 points. Use the sample size calculator to plan a survey you can trust.