Net Promoter Score calculation involves a straightforward process of categorizing survey responses and performing a simple subtraction. Individuals responding to the NPS question, which asks about the likelihood of recommending a company, product, or service on a scale of 0 to 10, are grouped into three segments: Promoters (those who respond with a 9 or 10), Passives (those who respond with a 7 or 8), and Detractors (those who respond with a score between 0 and 6). The score is then derived by subtracting the percentage of Detractors from the percentage of Promoters. This results in a number ranging from -100 to +100.
This metric provides valuable insights into customer loyalty and overall satisfaction. Its benefit lies in offering a single, easily trackable number that represents the customer experience. Tracking changes in this score over time can reveal the impact of implemented changes or identify emerging issues. Organizations use it as a benchmark against competitors and as a key performance indicator for customer relationship management initiatives. The origins of this score trace back to its introduction in a 2003 Harvard Business Review article, quickly becoming a widely adopted metric across industries due to its simplicity and predictive capabilities.