NPS (Net Promoter Score)
Takes counts of promoters (9-10), passives (7-8) and detractors (0-6) and returns the NPS on the -100 to 100 scale, plus the band it falls in.
NPS
—
Net Promoter Score (NPS)
NPS sorts respondents on a 0-10 scale: promoters (9-10), passives (7-8) and detractors (0-6). You compute it as NPS = %promoters − %detractors, which can land anywhere from -100 to +100, and the passives never enter the math. Say you have 60% promoters, 25% passives and 15% detractors — that works out to NPS = 45. As for the bands, anything above 50 counts as excellent and above 70 is elite (Apple and Tesla territory), 30-50 is solid, and below 0 is rough. Fred Reichheld put it forward in HBR (2003). Industry took to it quickly, though academics keep poking at it, mostly over how arbitrary the scale is and the way passives get weighted in a non-linear fashion.
Applications
It shows up across customer experience, voice of customer programs, quarterly NPS tracking, sector benchmarks from SAS/Bain reports, and as a customer success KPI. Transactional NPS pins down specific moments like post-onboarding or post-support, whereas relational NPS reads how people feel about the brand overall.
FAQ
Why ignore passives? The original framework only counts the extremes as something you can act on. Passives sit on the fence and aren't going to recommend you or warn people off.
Is NPS comparable across sectors? Only carefully. B2B SaaS tends to average 30-40, while banks and ISPs sit well below that. Hold yourself to your own sector's benchmark, not to Apple.
How big a sample do I need? For relational NPS, shoot for 200+ responses. Go smaller and your confidence intervals widen out, and the quarter-over-quarter numbers start jumping around on noise.
Related Tools
Apgar Score Calculator and Interpretation
Adds the five newborn signs, appearance, pulse, grimace, activity and respiration, scored 0 to 2: 7 to 10 is normal, 4 to 6 moderate, 0 to 3 severe asphyxia.
Net Carbs (Keto)
Subtracts fiber and half the sugar alcohols from total carbohydrate, all in grams, leaving the net carbs that count against a ketogenic daily limit.
Z-Score Calculator
Compute the Z-score (standard score) of a value given population mean and standard deviation. Includes corresponding percentile. Everything in your browser.
Sinclair Score for Olympic Weightlifting
Enter sex, body weight in kg and the total lifted to get the Sinclair-adjusted total from the 2021-2024 coefficients, comparing lifters across bodyweights.
Wilks Score Calculator
Calculate the Wilks coefficient to compare powerlifting performance across athletes of different body weights. The standard for rankings and meets.
Reservoir Net Pay
Compute a reservoir's net pay (net productive thickness) by multiplying the gross interval thickness by the net-to-gross ratio (N/G), the fraction of rock with enough porosity and permeability to produce. Shale layers, tight rock or water zones are discounted. The net pay, not the total thickness, is what enters the oil and gas volume calculations. Enter the gross thickness and the net-to-gross ratio.
The results provided by this tool are for general informational and educational purposes only and do not constitute professional, financial, medical, legal, tax or accounting advice. Always confirm important decisions with a qualified professional and official sources.