NPS= % Promotors - % Detractors The result can be anywhere from -100 to +100 Method The following question is asked to customers: ‘On a scale of 0-10, How likely are you to recommend our company to a friend/relative/colleague’ Respondents are divided into 3 different groups depending on how they score. 0-6 are classified as ‘Detractors’ 7-8 are classified as ‘Passive’ 9-10 are classified as ‘Promotors’ NPS is calculated by subtracting the percentage of respondents who are detractors from the percentage of respondents who are promotors i.e. Example Out of 200 respondents the results are as follows 90 gave a score between 0 and 6 (Detractors) 46 gave a score of either 7 or 8 (Passive) 64 gave a score of either 9 or 10 (Promotors) NPS = 32% - 45% NPS = -13 NPS calculation ignores the percentage of respondents who gave 7-8