NPS
- Created by
- Renato Passos, Eng. de Software
- Reviewed by
- Renato Passos, Eng. de Software
Last updated: Apr 18, 2026
Formula
NPS
About this calculator
The Net Promoter Score (NPS) is a metric that measures customer satisfaction with a product or service. It is calculated by the difference between the percentage of promoters (satisfied customers who are likely to recommend the product) and the percentage of detractors (dissatisfied customers who are likely to discourage others from using the product).
The formula for calculating the NPS is simple: % promoters - % detractors. However, it is worth noting that the NPS is not an absolute indicator and may vary depending on the industry and market.
The NPS is a useful tool for companies that want to measure customer satisfaction and understand their needs better. It can be used to identify areas for improvement and improve the customer experience.
Frequently asked questions
What is NPS and what is it for?
The NPS is a metric that measures customer satisfaction with a product or service. It is used to understand customer needs better and improve the customer experience.
How do I calculate NPS?
The formula for calculating NPS is simple: % promoters - % detractors. Just ask customers if they would be promoters, passives or detractors and calculate the percentage of each group.
When should I use NPS?
NPS is a useful tool for companies that want to measure customer satisfaction and understand customer needs better. It can be used at any time, as long as you have a sufficient customer base.
What is a promoter and a detractor?
A promoter is a customer who is satisfied and likely to recommend the product. A detractor is a dissatisfied customer who is likely to discourage others from using the product.
What are the precautions when using NPS?
Some precautions when using NPS include ensuring that the customer base is sufficient, avoiding bias in data collection, and considering industry and market when interpreting results.