NPS Score Calculation - Done

7 min

overview this document outlines how to implement net promoter score (nps) calculations in our system individual respondent data store the raw score (0 10) provided by each respondent do not classify individual responses as promoter/passive/detractor in storage nps aggregation formula nps should only be calculated when aggregating multiple responses classification promoters scores of 9 10 passives scores of 7 8 detractors scores of 0 6 formula and example the nps is calculated as nps = % of promoters % of detractors for example, if you surveyed 200 customers and got 100 promoters (50%) 60 passives (30%) 40 detractors (20%) your nps would be 50% 20% = 30 converting nps to 0 100% scale to convert the standard nps ( 100 to 100) to a 0 100% scale function npstopercentage(npsscore) { return math round((npsscore + 100) / 2); } for example nps of 100 → 0% nps of 0 → 50% nps of 30 → 65% nps of 100 → 100% aggregate nps storage npsscore normal display the nps as an integer from 100 to +100 npspercent for percentage display, convert using the formula above