About: the Net Promoter Score (NPS)

What is a Net Promoter Score?

Many businesses use NPS to work out the difference between how many people are likely to recommend and how many are likely to say negative things. It is calculated from a Recommend Score out of 10 using the formula in the image below.

Your NPS is the difference between the percentage of guests likely to talk positively about their experience and the percentage of guests likely to describe it negatively when talking to their friends. Passives (or neutrals) are those who are not likely to feel strongly either way and therefore are unlikely to mention their experience.

Example:

If 60% are 'promoters' and 20% are 'detractors', your Net Promoter Score is 40.

Reporting on NPS

Any data we collect on NPS ends up on the NPS analysis page. It also appears in some datasheets and filters.

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