Compute Net Promoter Score as the share of promoters minus the share of detractors.
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Use this NPS calculator for a 0–10 “how likely are you to recommend” survey. Classic buckets: 9–10 promoters, 7–8 passives, 0–6 detractors. Customer Effort Score is a different question.
NPS = 100 × (promoters − detractors) ÷ (promoters + passives + detractors). Range is −100 to 100. Passives sit in the middle and pull neither side up; they still count in the total. You need at least one response in the three groups combined.
Promoters: How many answered 9 or 10 (or your equivalent top box).
Passives: How many answered 7 or 8.
Detractors: How many answered 0 through 6.
NPS: Net Promoter Score, from −100 to 100.
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