How to Calculate NPS (Net Promoter Score)
NPS measures loyalty via one core question and a simple scoring formula.
Formula
NPS = % Promoters (9-10) minus % Detractors (0-6). Passives (7-8) are excluded from the score.
Interpretation
Track trends over time and by segment. A single absolute score is less useful than momentum and root-cause themes.
Operational workflow
Close the loop with detractors quickly, categorize verbatims, and align product/action owners to recurring themes.
Turn NPS into product priorities
Pair NPS diagnostics with structured trade-off methods to prioritize fixes and roadmap investments.