Net Promoter Score Calculation

The Net Promoter ScoreSM (NPS®) is a simple but powerful tool that enables you to measure overall customer satisfaction with one single question. Net Promotor Score calculation and follow-up is easy too, thanks to our online survey tool.

Try now, it's free

Set up a secure Net Promoter system

Our online survey tool makes it easy to calculate your Net Promotor Score.

net promoter score calculation
  • Save time, use a template

    We have a Net Promoter Score survey template you can use for free (100% responsive for mobile use). This way you can collect responses in no time.

  • Real-time calculation

    Our system automatically calculates your NPS score in real-time! Check and share your results online or generate native reports in Excel, PowerPoint, Word, PDF and SPSS.

  • Create a feedback loop

    Close the feedback loop by setting up automated notifications based on how respondents answer your NPS question. Send out follow-up surveys to unsatisfied customers.


What is NPS

The NPS assesses to what extent a respondent would recommend a certain company, product or service to his friends, relatives or colleagues.

net promoter score question

The idea is simple: if you like using a certain product or doing business with a particular company, you like to share this experience with others.

NPS can be answered on an 11-point rating scale, ranging from 0 (not at all likely) to 10 (extremely likely).

Depending on the score that is given to the Net Promoter question, three categories of people can be distinguished:

  • Promoters = respondents giving a 9 or 10 score
  • Passives = respondents giving a 7 or 8 score
  • Detractors = respondents giving a 0 to 6 score

Although the Net Promoter Score is calculated by subtracting the % Promoters and the % Detractors, the score itself isn’t a percentage but a number.

net promoter score calculation

Now it’s your turn

Get to know your Net Promotor Score and conduct a powerful survey.

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Net Promoter and NPS are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.