Marketing
Net Promoter Score
The promoter share minus the detractor share, with passives in the total.
The Formula
NPS = (promoters / total) x 100 - (detractors / total) x 100
The promoter share minus the detractor share, with passives in the total.
| Symbol | Meaning | Unit | Notes |
|---|---|---|---|
| P | Promoters | count | Responses scoring 9 or 10. |
| D | Detractors | count | Responses scoring 0 to 6. |
| N | Total responses | count | All responses including passives. |
What Each Symbol Means
Pcount
Promoters
Responses scoring 9 or 10.
Dcount
Detractors
Responses scoring 0 to 6.
Ncount
Total responses
All responses including passives.
See It Worked With Real Numbers
A formula on its own does not tell you which number goes where. The how to calculate net promoter score page applies this equation to a concrete case, shows every intermediate step, and names the mistakes that produce a wrong answer even when the algebra is right.
Where This Formula Appears
This equation is the working core of How To Calculate Net Promoter Score, filed under Business. Every number the guide produces comes from substituting into this one line.