{
  "id": "nps",
  "version": "849ffac8f4b2",
  "status": "published",
  "name": "NPS Calculator",
  "question": "What is my NPS score?",
  "summary": "Computes the Net Promoter Score (percent of promoters minus percent of detractors) from survey counts, or the promoters or detractors a target score needs.",
  "category": "finance",
  "subcategory": "business",
  "url": "https://www.acalculator.org/finance/nps-calculator",
  "markdown": "https://www.acalculator.org/finance/nps-calculator.md",
  "kind": "formulas",
  "method": "NPS = 100 × (P − D) ÷ (P + A + D), where P is the number of promoters (9 or 10), A of passives (7 or 8) and D of detractors (0 to 6).",
  "assumptions": [
    "Answers come from the 0 to 10 question “How likely are you to recommend us to a friend or colleague?”.",
    "Promoters answered 9 or 10, passives 7 or 8, detractors 0 to 6. Passives count in the total only.",
    "A solved count can be a fraction: round it up to the next whole person to reach the score."
  ],
  "inputs": {
    "$schema": "https://json-schema.org/draft/2020-12/schema",
    "type": "object",
    "properties": {
      "promoters": {
        "title": "Promoters (9 or 10)",
        "description": "How many people answered 9 or 10.",
        "type": "integer",
        "minimum": 0,
        "maximum": 100000000
      },
      "passives": {
        "title": "Passives (7 or 8)",
        "description": "How many people answered 7 or 8.",
        "type": "integer",
        "minimum": 0,
        "maximum": 100000000
      },
      "detractors": {
        "title": "Detractors (0 to 6)",
        "description": "How many people answered 0 to 6.",
        "type": "integer",
        "minimum": 0,
        "maximum": 100000000
      },
      "nps": {
        "title": "NPS",
        "description": "The Net Promoter Score: percent of promoters minus percent of detractors, from −100 to 100.",
        "type": "number",
        "minimum": -100,
        "maximum": 100
      }
    }
  },
  "solve": {
    "fillAny": 3,
    "variables": [
      "promoters",
      "passives",
      "detractors",
      "nps"
    ],
    "inputsOnly": []
  },
  "outputs": {
    "promoters": {
      "label": "Promoters (9 or 10)",
      "description": "How many people answered 9 or 10.",
      "format": "number"
    },
    "passives": {
      "label": "Passives (7 or 8)",
      "description": "How many people answered 7 or 8.",
      "format": "number"
    },
    "detractors": {
      "label": "Detractors (0 to 6)",
      "description": "How many people answered 0 to 6.",
      "format": "number"
    },
    "nps": {
      "label": "Your NPS",
      "description": "The Net Promoter Score: percent of promoters minus percent of detractors, from −100 to 100.",
      "format": "number"
    },
    "total": {
      "label": "Responses",
      "description": "Promoters, passives and detractors added up.",
      "format": "number"
    },
    "promoterShare": {
      "label": "Promoters",
      "description": "Promoters as a percent of all responses.",
      "format": "percent"
    },
    "passiveShare": {
      "label": "Passives",
      "description": "Passives as a percent of all responses.",
      "format": "percent"
    },
    "detractorShare": {
      "label": "Detractors",
      "description": "Detractors as a percent of all responses.",
      "format": "percent"
    }
  },
  "defaultAnswer": {
    "inputs": {
      "promoters": 50,
      "passives": 30,
      "detractors": 20
    },
    "outputs": {
      "nps": 30,
      "total": 100,
      "promoterShare": 50,
      "passiveShare": 30,
      "detractorShare": 20
    },
    "text": "50 promoters, 30 passives and 20 detractors give an NPS of 30."
  },
  "examples": [
    {
      "given": {
        "promoters": 120,
        "passives": 50,
        "detractors": 30
      },
      "expect": {
        "nps": 45,
        "total": 200,
        "promoterShare": 60,
        "passiveShare": 25,
        "detractorShare": 15
      },
      "source": "Bain & Company formula (% promoters − % detractors); hand calculation in content.mdx: 60% − 15% = 45"
    },
    {
      "given": {
        "promoters": 10,
        "passives": 20,
        "detractors": 30
      },
      "expect": {
        "nps": -33.33333333333333
      },
      "source": "hand calculation in content.mdx: 100 × (10 − 30) ÷ 60 = −33.33"
    },
    {
      "given": {
        "nps": 50,
        "passives": 20,
        "detractors": 10
      },
      "expect": {
        "promoters": 50,
        "total": 80
      },
      "source": "hand calculation in content.mdx: P = (100 × 10 + 50 × 30) ÷ (100 − 50) = 50; check 100 × (50 − 10) ÷ 80 = 50"
    },
    {
      "given": {
        "nps": 0,
        "promoters": 25,
        "passives": 50
      },
      "expect": {
        "detractors": 25
      },
      "source": "hand calculation in content.mdx: D = (100 × 25 − 0 × 75) ÷ 100 = 25"
    }
  ],
  "sources": [
    "Reichheld, F. F. (2003). The One Number You Need to Grow. Harvard Business Review, 81(12), 46–54.",
    "Bain & Company, Net Promoter System: Measuring your Net Promoter Score (promoters 9 to 10, passives 7 to 8, detractors 0 to 6; NPS = % promoters − % detractors; range −100 to 100). https://www.netpromotersystem.com/about/measuring-your-net-promoter-score/",
    "Net Promoter®, NPS® and Net Promoter Score℠ are marks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld."
  ],
  "related": [
    "percentage"
  ],
  "changelog": []
}