[{"data":1,"prerenderedAt":634},["ShallowReactive",2],{"content:blog:\u002Fblog\u002Fhow-to-calculate-nps":3,"content:blog:list:posts":463,"content:data_authors:list:rows":630},{"id":4,"title":5,"author":6,"body":7,"canonical":420,"category":421,"date":422,"description":423,"draft":424,"extension":425,"faq":426,"image":442,"imageAlt":443,"keyword":444,"locale":445,"meta":446,"navigation":447,"noindex":424,"og":420,"path":448,"readingTime":420,"seo":449,"sources":450,"stem":457,"tags":458,"updated":422,"video":420,"__hash__":462},"blog\u002Fblog\u002Fhow-to-calculate-nps.md","How to calculate NPS, with a worked example","farsad",{"type":8,"value":9,"toc":408},"minimark",[10,14,17,26,31,34,78,81,87,95,98,102,105,108,113,136,139,145,155,158,162,165,212,215,234,242,245,249,252,258,294,297,308,315,318,322,359,363,378,382,390,393,401,405],[11,12,13],"p",{},"To calculate NPS, find the percentage of people who answered 9 or 10, find the percentage who answered 0 to 6, and subtract the second from the first. The result is a whole number between -100 and +100.",[11,15,16],{},"This guide walks through three examples with made-up numbers, shows how rounding works and covers a 1 to 5 scale.",[11,18,19,20,25],{},"To skip the arithmetic, use our ",[21,22,24],"a",{"href":23},"\u002Ftools\u002Fnps-calculator","NPS calculator",".",[27,28,30],"h2",{"id":29},"the-formula","The formula",[11,32,33],{},"NPS asks one question: how likely are you to recommend us to a friend or colleague? People answer from 0 to 10, and you sort the answers into three groups:",[35,36,37,50],"table",{},[38,39,40],"thead",{},[41,42,43,47],"tr",{},[44,45,46],"th",{},"Group",[44,48,49],{},"Answers",[51,52,53,62,70],"tbody",{},[41,54,55,59],{},[56,57,58],"td",{},"Promoters",[56,60,61],{},"9 or 10",[41,63,64,67],{},[56,65,66],{},"Passives",[56,68,69],{},"7 or 8",[41,71,72,75],{},[56,73,74],{},"Detractors",[56,76,77],{},"0 to 6",[11,79,80],{},"Then:",[11,82,83],{},[84,85,86],"strong",{},"NPS = % promoters - % detractors",[11,88,89,90,94],{},"Contentsquare states it the same way. ",[91,92],"cite-ref",{"n":93},"1"," It also notes that passives are not directly part of the calculation.",[11,96,97],{},"An equivalent form is (promoters - detractors) divided by total answers, times 100.",[27,99,101],{"id":100},"example-1-ten-answers-one-by-one","Example 1: ten answers, one by one",[11,103,104],{},"A shop called Birchwood Books sends the question to ten customers. The answers, made up, are:",[11,106,107],{},"10, 9, 9, 8, 7, 10, 6, 3, 9, 8",[11,109,110],{},[84,111,112],{},"Step 1: sort them.",[114,115,116,124,130],"ul",{},[117,118,119,120,123],"li",{},"Promoters (9 or 10): 10, 9, 9, 10, 9. That is ",[84,121,122],{},"5"," answers.",[117,125,126,127,123],{},"Passives (7 or 8): 8, 7, 8. That is ",[84,128,129],{},"3",[117,131,132,133,123],{},"Detractors (0 to 6): 6, 3. That is ",[84,134,135],{},"2",[11,137,138],{},"Check: 5 + 3 + 2 = 10, so every answer is in a group.",[11,140,141,144],{},[84,142,143],{},"Step 2: turn counts into percentages."," Promoters: 5 out of 10 is 50%. Detractors: 2 out of 10 is 20%.",[11,146,147,150,151,154],{},[84,148,149],{},"Step 3: subtract."," 50 - 20 = ",[84,152,153],{},"30",". The NPS is 30, or +30.",[11,156,157],{},"The three passives are in the total of 10, which is why 5 promoters make 50% and not 62.5%.",[27,159,161],{"id":160},"example-2-64-answers-and-rounding","Example 2: 64 answers and rounding",[11,163,164],{},"Real surveys rarely divide so neatly. Say Larkspur Studio gets 64 answers (made up):",[35,166,167,178],{},[38,168,169],{},[41,170,171,173,175],{},[44,172,46],{},[44,174,49],{},[44,176,177],{},"Share of 64",[51,179,180,190,201],{},[41,181,182,185,187],{},[56,183,184],{},"Promoters (9 to 10)",[56,186,153],{},[56,188,189],{},"46.875%",[41,191,192,195,198],{},[56,193,194],{},"Passives (7 to 8)",[56,196,197],{},"22",[56,199,200],{},"34.375%",[41,202,203,206,209],{},[56,204,205],{},"Detractors (0 to 6)",[56,207,208],{},"12",[56,210,211],{},"18.75%",[11,213,214],{},"The three groups add up to 64 (30 + 22 + 12). Then 46.875 - 18.75 = 28.125. NPS is normally a whole number, and here both ways of rounding agree:",[114,216,217,226],{},[117,218,219,222,223,25],{},[84,220,221],{},"Round the final result:"," 28.125 rounds to ",[84,224,225],{},"28",[117,227,228,231,232,25],{},[84,229,230],{},"Round each share first:"," 47% - 19% = ",[84,233,225],{},[235,236],"media-figure",{"alt":237,"caption":238,"height":239,"src":240,"width":241},"A bar split into three parts: promoters 47 percent, passives 34 percent, detractors 19 percent, with the score 47 minus 19 equals 28.","Figure 1. Example 2 as one bar (made-up numbers).",220,"\u002Fblog\u002Ffigures\u002Fnps-64-answers.svg",800,[11,243,244],{},"The two methods do not always agree. Take 6 answers with 2 promoters, 3 passives and 1 detractor. The exact result is (2 - 1) divided by 6, which is 16.67, so it rounds to 17. Round each share first and 33.33% becomes 33 and 16.67% becomes 17, so the score is 16. The Contentsquare guide rounds each share to two decimal places before it subtracts. Pick one method and use it every time, so your scores stay comparable.",[27,246,248],{"id":247},"example-3-a-1-to-5-scale","Example 3: a 1 to 5 scale",[11,250,251],{},"Some surveys use five points, not eleven. The formula stays the same. Only the grouping changes.",[11,253,254,255,257],{},"CustomerSure says NPS can use a 1 to 5 scale, and that you choose the mapping. ",[91,256],{"n":135}," Its simplest suggestion is:",[35,259,260,269],{},[38,261,262],{},[41,263,264,267],{},[44,265,266],{},"Answer",[44,268,46],{},[51,270,271,279,286],{},[41,272,273,276],{},[56,274,275],{},"4 or 5",[56,277,278],{},"Promoter",[41,280,281,283],{},[56,282,129],{},[56,284,285],{},"Passive",[41,287,288,291],{},[56,289,290],{},"1 or 2",[56,292,293],{},"Detractor",[11,295,296],{},"Say eight customers answer (made up): 5, 4, 4, 3, 2, 5, 1, 4.",[114,298,299,302,305],{},[117,300,301],{},"Promoters (4 or 5): 5, 4, 4, 5, 4. That is 5 answers, or 62.5%.",[117,303,304],{},"Passives (3): 1 answer, or 12.5%.",[117,306,307],{},"Detractors (1 or 2): 2, 1. That is 2 answers, or 25%.",[11,309,310,311,314],{},"The score is 62.5 - 25 = ",[84,312,313],{},"37.5",", or 38 rounded to a whole number.",[11,316,317],{},"CustomerSure lists two other mappings: one keeps \"promoter\" for a 5 only, and one is closer to the usual 0 to 10 proportions. It says consistency matters more than which mapping you choose. It also warns against comparing a 1 to 5 score directly with an older 0 to 10 score, because a different scale changes how people answer. If you switch scales, treat the first result as a new baseline.",[27,319,321],{"id":320},"common-mistakes","Common mistakes",[114,323,324,330,336,342,348],{},[117,325,326,329],{},[84,327,328],{},"Leaving passives out of the total."," They do not add or subtract, but they are in the count of answers.",[117,331,332,335],{},[84,333,334],{},"Subtracting counts, not percentages."," With 30 promoters and 12 detractors, 18 is not the score. Divide by the total first.",[117,337,338,341],{},[84,339,340],{},"Putting a 6 in the wrong group."," A 6 is a detractor. A 7 is a passive.",[117,343,344,347],{},[84,345,346],{},"Mixing methods."," Round shares one month and the result the next, and your trend line wobbles for no reason.",[117,349,350,353,354,358],{},[84,351,352],{},"Mixing audiences."," Calculate customer and employee scores separately. See our guide to ",[21,355,357],{"href":356},"\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company","running an eNPS survey"," for the employee version.",[27,360,362],{"id":361},"how-to-check-your-own-result","How to check your own result",[364,365,366,369,372,375],"ol",{},[117,367,368],{},"Add the three counts. The sum must equal the number of answers.",[117,370,371],{},"Each share must be between 0 and 100.",[117,373,374],{},"If everyone is a promoter, the score must be +100. If everyone is a detractor, it must be -100. An even split between the two groups gives 0.",[117,376,377],{},"Run the numbers a second way: (promoters - detractors) divided by total answers, times 100.",[27,379,381],{"id":380},"reading-the-number","Reading the number",[11,383,384,385,389],{},"A single number tells you little. Compare it with your own past scores, and read the comments behind it. Our guide to ",[21,386,388],{"href":387},"\u002Fblog\u002Fwhat-is-a-good-nps-score","what a good NPS score looks like"," covers the common bands and why they differ by industry. With 20 answers, each answer is worth 5 points, so one person can move the score a lot.",[11,391,392],{},"To learn why people gave their scores, add a follow-up.",[11,394,395,396,400],{},"See ",[21,397,399],{"href":398},"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers","15 NPS follow-up questions"," for wording you can copy.",[27,402,404],{"id":403},"where-pulseri-fits","Where Pulseri fits",[11,406,407],{},"A spreadsheet and the formula above are enough to start. When you send surveys on a schedule, Pulseri does the sorting and the maths, shows the score over time and keeps the comments next to it.",{"title":409,"searchDepth":410,"depth":410,"links":411},"",2,[412,413,414,415,416,417,418,419],{"id":29,"depth":410,"text":30},{"id":100,"depth":410,"text":101},{"id":160,"depth":410,"text":161},{"id":247,"depth":410,"text":248},{"id":320,"depth":410,"text":321},{"id":361,"depth":410,"text":362},{"id":380,"depth":410,"text":381},{"id":403,"depth":410,"text":404},null,"Scores and metrics","2026-10-15","NPS is the share of promoters minus the share of detractors. Follow three worked examples, learn how rounding works and see how to score a 1 to 5 scale.",false,"md",[427,430,433,436,439],{"q":428,"a":429},"What is the NPS formula?","NPS equals the percentage of promoters minus the percentage of detractors. Promoters answered 9 or 10 and detractors answered 0 to 6. The result runs from -100 to +100.",{"q":431,"a":432},"Do passives count in the NPS calculation?","Passives (7 or 8) neither add nor subtract, but they count in the total. More passives pull the score toward zero.",{"q":434,"a":435},"Do I round the percentages before I subtract?","Round each share first or round only the final score. The two can differ by a point. Pick one method and use it every time.",{"q":437,"a":438},"Can I calculate NPS on a 1 to 5 scale?","Yes. The formula stays the same. You choose the groups, for example 4 and 5 as promoters and 1 and 2 as detractors. Do not compare that score directly with a 0 to 10 score.",{"q":440,"a":441},"Is a negative NPS possible?","Yes. With more detractors than promoters, the score is below zero. Treat it as a starting point and watch whether it rises.","\u002Fblog\u002Fhow-to-calculate-nps.webp","The number 28 beside a bar split into 19, 34 and 47 with the sum 47 minus 19 equals 28","how to calculate NPS","en",{},true,"\u002Fblog\u002Fhow-to-calculate-nps",{"title":5,"description":423},[451,454],{"title":452,"url":453,"retrieved":422},"How to Calculate Net Promoter Score (Contentsquare)","https:\u002F\u002Fcontentsquare.com\u002Fguides\u002Fnet-promoter-score\u002Fcalculate\u002F",{"title":455,"url":456,"retrieved":422},"How to Calculate NPS on a 1-to-5 Scale (CustomerSure)","https:\u002F\u002Fwww.customersure.com\u002Fguides\u002Fcalculate-nps-on-a-1-to-5-scale\u002F","blog\u002Fhow-to-calculate-nps",[459,460,461],"nps","calculation","scores","BnfdBxz3mdsv_pGWCO5ig7KL6fdc9RezDcYbcxtvLSI",[464,477,487,496,504,513,521,529,536,544,551,561,563,573,584,592,603,614,623],{"path":465,"title":466,"description":467,"date":468,"updated":468,"category":469,"tags":470,"author":6,"image":474,"imageAlt":475,"readingMinutes":476},"\u002Fblog\u002Fcustomer-churn","Customer churn: what it is and how to calculate it","Customer churn is the share of customers who leave in a period. Learn the formula, a worked example and how low survey scores can warn you the same day.","2026-11-05T00:00:00.000Z","Getting feedback",[471,472,473,461],"alerts","detractors","feedback","\u002Fblog\u002Fcustomer-churn.webp","A large red 5 beside a grid of 20 dots in which one dot is red, standing for 1 customer in 20",8,{"path":478,"title":479,"description":480,"date":468,"updated":468,"category":421,"tags":481,"author":6,"image":484,"imageAlt":485,"readingMinutes":486},"\u002Fblog\u002Fcustomer-loyalty","Customer loyalty: what it is and how to measure it","Customer loyalty is customers choosing you again and recommending you. Measure it by pairing one survey answer with renewals, shown in a worked example.",[459,482,483],"loyalty","metrics","\u002Fblog\u002Fcustomer-loyalty.webp","The number 36 beside a two by two grid of 81, 9, 36 and 24 customers sorted by what they said and what they did",6,{"path":488,"title":489,"description":490,"date":468,"updated":468,"category":469,"tags":491,"author":6,"image":493,"imageAlt":494,"readingMinutes":495},"\u002Fblog\u002Fcustomer-retention","Customer retention: meaning, formula, strategies","Customer retention is keeping the customers you have. See the meaning, the retention rate formula with a worked example and strategies for small teams.",[473,459,492],"retention","\u002Fblog\u002Fcustomer-retention.webp","The number 88 beside a grid of 100 dots, 88 filled and 12 hollow",7,{"path":497,"title":498,"description":499,"date":468,"updated":468,"category":421,"tags":500,"author":6,"image":502,"imageAlt":503,"readingMinutes":486},"\u002Fblog\u002Fcustomer-satisfaction-index","Customer satisfaction index: meaning and formula","A customer satisfaction index (CSI) turns several satisfaction ratings into one 0 to 100 number. Learn the formula, weights and a worked example.",[501,461,483,460],"csat","\u002Fblog\u002Fcustomer-satisfaction-index.webp","The number 63.5 beside three bars scored 80, 65 and 50",{"path":505,"title":506,"description":507,"date":468,"updated":468,"category":469,"tags":508,"author":6,"image":510,"imageAlt":511,"readingMinutes":512},"\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask","Customer satisfaction questions to ask, by moment","About 20 customer satisfaction questions sorted by moment, from the first week to cancellation, with a rule for picking one to three per survey.",[509,501,473],"survey-questions","\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask.webp","A large black 1 beside a line of five grey dots with one green dot circled",5,{"path":514,"title":515,"description":516,"date":468,"updated":468,"category":469,"tags":517,"author":6,"image":519,"imageAlt":520,"readingMinutes":512},"\u002Fblog\u002Fvoice-of-the-customer","Voice of the customer for a small team","Voice of the customer is what customers tell you, collected and acted on. See what it means and how a small team can start with a weekly review.",[473,459,518],"getting started","\u002Fblog\u002Fvoice-of-the-customer.webp","The number 4 beside four circles in a row, the last one filled, with a dotted line looping back to a person icon",{"path":522,"title":523,"description":524,"date":525,"updated":525,"category":421,"tags":526,"author":6,"image":527,"imageAlt":528,"readingMinutes":486},"\u002Fblog\u002Fcustomer-satisfaction-score","Customer satisfaction score: how to calculate it","Customer satisfaction score is the share of people who rated a moment 4 or 5 out of 5. See the math worked through, and how scale and sample size change it.","2026-11-04T00:00:00.000Z",[501,460,461],"\u002Fblog\u002Fcustomer-satisfaction-score.webp","The number 67 beside 60 dots, 40 green for satisfied answers, 9 gray for neutral and 11 red for dissatisfied",{"path":530,"title":531,"description":532,"date":525,"updated":525,"category":469,"tags":533,"author":6,"image":534,"imageAlt":535,"readingMinutes":512},"\u002Fblog\u002Fcustomer-satisfaction-survey","Customer satisfaction survey: how to run one","A customer satisfaction survey is one short question sent right after a moment. Pick the moment, the length and the delay, then act on low scores.",[501,473],"\u002Fblog\u002Fcustomer-satisfaction-survey.webp","A large 500 beside a grid of 500 dots with 100 filled, showing the invitations needed for 100 answers",{"path":537,"title":538,"description":539,"date":540,"updated":540,"category":469,"tags":541,"author":6,"image":542,"imageAlt":543,"readingMinutes":476},"\u002Fblog\u002Fopen-ended-survey-questions-examples","Open-ended survey questions: 30 examples","Thirty open-ended survey questions sorted by the score they follow, when to ask each one, and how to read a few hundred answers on your own.","2026-10-29T00:00:00.000Z",[509,473,459,501],"\u002Fblog\u002Fopen-ended-survey-questions-examples.webp","The number 30 beside four rows of colored dots, each row ending in an empty comment box",{"path":398,"title":545,"description":546,"date":547,"updated":547,"category":421,"tags":548,"author":6,"image":549,"imageAlt":550,"readingMinutes":512},"15 NPS follow-up questions that get real answers","Fifteen follow-up questions for promoters, passives and detractors, plus how many to ask, how to word them and what to do with the comments you get.","2026-10-15T00:00:00.000Z",[459,509,473],"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers.webp","The number 15 beside three black dots for everyone and three columns of four red, grey and green dots",{"path":552,"title":553,"description":554,"date":547,"updated":547,"category":469,"tags":555,"author":6,"image":559,"imageAlt":560,"readingMinutes":512},"\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool","Forms, spreadsheets or a feedback tool: which fits","A form and a spreadsheet are enough for a small, one-time question. Learn the signs that you have outgrown them and what a feedback tool adds.",[556,557,558,518],"forms","spreadsheets","tools","\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool.webp","A large 3 beside three stacked rows, a form, a spreadsheet grid and a green trend line",{"path":448,"title":5,"description":423,"date":547,"updated":547,"category":421,"tags":562,"author":6,"image":442,"imageAlt":443,"readingMinutes":512},[459,460,461],{"path":356,"title":564,"description":565,"date":547,"updated":547,"category":566,"tags":567,"author":6,"image":571,"imageAlt":572,"readingMinutes":512},"How to run an eNPS survey in a 20-person company","Ask one question, say how answers are used, read the score as a trend and act within two weeks. A plain plan for teams of about 20 people.","Employee feedback",[568,569,570],"enps","employee-feedback","surveys","\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company.webp","The number 20 beside a grid of 20 dots, 16 filled and 4 empty, above a two-week timeline",{"path":574,"title":575,"description":576,"date":547,"updated":547,"category":577,"tags":578,"author":6,"image":582,"imageAlt":583,"readingMinutes":512},"\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved","Zendesk CSAT survey setup in seven steps","Connect Zendesk to Pulseri, pick the Ticket solved event and send a CSAT survey with a short delay. Seven steps with the screens you will see.","Setup guides",[579,501,580,581],"zendesk","support","setup","\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved.webp","A large 7 beside a solved-ticket tick, a clock and a survey card joined by dotted arrows",{"path":585,"title":586,"description":587,"date":547,"updated":468,"category":577,"tags":588,"author":6,"image":590,"imageAlt":591,"readingMinutes":512},"\u002Fblog\u002Fturn-detractors-into-a-slack-alert","Turn detractors into a Slack alert in ten minutes","Connect Slack once, write one alert rule for NPS detractors and send a test message. A step by step guide with what the alert shows and how to keep it useful.",[589,471,459,472],"slack","\u002Fblog\u002Fturn-detractors-into-a-slack-alert.webp","A large red 6 beside a red score dot showing 3 with a dotted arrow to a Slack-style message card",{"path":593,"title":594,"description":595,"date":547,"updated":547,"category":596,"tags":597,"author":6,"image":601,"imageAlt":602,"readingMinutes":512},"\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response","Why we price by People and never by response","Many survey tools charge per answer. Pulseri charges by the People you track. Here is why, what it means for your bill and when it is not the best deal.","Company",[598,599,600],"pricing","people","responses","\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response.webp","The number 830 beside a flat green price line for people and grey dots for replies rising above it",{"path":604,"title":605,"description":606,"date":607,"updated":607,"category":469,"tags":608,"author":6,"image":611,"imageAlt":612,"readingMinutes":613},"\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people","How to ask for feedback without annoying people","Ask the right person at the right moment, keep it to one question, and never ask twice too soon. A plain guide to avoiding survey fatigue.","2026-10-13T00:00:00.000Z",[609,459,501,610],"survey fatigue","timing","\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people.webp","A large 1 beside a timeline of three well-spaced survey ticks",3,{"path":615,"title":616,"description":617,"date":607,"updated":607,"category":421,"tags":618,"author":6,"image":620,"imageAlt":621,"readingMinutes":622},"\u002Fblog\u002Fnps-vs-csat-vs-ces","NPS vs CSAT vs CES: which one to use and when","NPS measures loyalty, CSAT measures satisfaction with one moment, CES measures effort. Learn what each asks, how it is scored and when to pick it.",[459,501,619,483],"ces","\u002Fblog\u002Fnps-vs-csat-vs-ces.webp","A large 3 beside three rows of dots for the 0 to 10, 1 to 5 and 1 to 7 scales",4,{"path":387,"title":624,"description":625,"date":607,"updated":607,"category":421,"tags":626,"author":6,"image":628,"imageAlt":629,"readingMinutes":613},"What is a good NPS score? How to read yours","Any score above 0 is positive and above 50 is often called excellent, but your own trend matters more. Learn the bands, a worked example and common traps.",[459,627,461],"benchmarks","\u002Fblog\u002Fwhat-is-a-good-nps-score.webp","The number 50 beside a score scale in three bands, below 0, above 0 and above 50, with one person marker",[631],{"key":6,"name":632,"avatar":633},"Farsad F.","\u002Fauthors\u002Ffarsad.webp",1793908076525]