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What is Net Promoter Score (NPS) and how is it calculated?
What is Net Promoter Score (NPS) and how is it calculated?

What is meant by NPS and what it measures

Mikkel D. Bertelsen avatar
Written by Mikkel D. Bertelsen
Updated over a week ago

The Net Promoter Score (NPS) is widely accepted as the most robust means of measuring how satisfied customers are with the experience of a company or product.

The Net Promoter Score categorizes respondents into promoters, passives and detractors. It is determined whether a respondent is a promotor, passive or detractor by the respondent's answer on the 0-10 scale question "How likely are you to recommend the club to friends, family or colleagues?".

  • A promoter has answered 9 or 10

  • A passive has answered 7 or 8

  • A detractor has answered between 0 and 6

The NPS is calculated by subtracting the share of detractors from the share of promoters.

Thus, the NPS can vary from -100 (all respondents being detractors) to 100 (all respondents being promoters).

As an example, if you have 60 % promoters and 20 % detractors, your NPS is 40 %.

Read more about the Net Promoter Score in our blog post: The Net Promoter Score - The most popular way of measuring customer loyalty.

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