What Is Net Promoter Score (NPS)?
Net Promoter Score (NPS) measures customer loyalty with one question — “how likely are you to recommend us?” on a 0–10 scale. Subtract the percentage of detractors (0–6) from promoters (9–10) for a score from −100 to +100. It's a widely used proxy for sentiment and word-of-mouth growth.
Key takeaways
- NPS = % promoters (9–10) − % detractors (0–6); it ranges from −100 to +100.
- Passives (7–8) count toward the base but not the score.
- It's a simple loyalty proxy — most useful as a trend, not a precise predictor.
How NPS is calculated
NPS = % Promoters − % Detractors
The three groups
| Group | Score | Counts as |
|---|---|---|
| Promoters | 9–10 | Loyal advocates |
| Passives | 7–8 | Satisfied but unenthusiastic |
| Detractors | 0–6 | At-risk, may discourage others |
Frequently asked questions
What is a good NPS?
It varies by industry, but anything positive means more promoters than detractors; scores above ~30 are good and above ~50 are excellent.
How is NPS calculated?
Subtract the percentage of detractors (0–6) from the percentage of promoters (9–10). Passives (7–8) are excluded from the calculation.
What's the difference between NPS and CSAT?
NPS measures long-term loyalty and likelihood to recommend; CSAT measures satisfaction with a specific interaction or product.
Related service: Run NPS in HubSpot