Question: How do you calculate NPS?
- Percentage of promoters minus percentage of passives
- Percentage of promoters minus percentage of detractors, divided by percentage of passives
- Percentage of promoters minus percentage of detractors
- Percentage of promoters
Explanation
Net Promoter Score (NPS) is calculated by subtracting the percentage of detractors from the percentage of promoters. Promoters are respondents who score 9–10, while detractors score 0–6. HubSpot Service Hub automatically segments survey responses into these categories for accurate calculation. Passives (scores 7–8) are excluded from the formula. This method provides a clear metric of overall customer loyalty and likelihood to recommend.
Why the other options are incorrect
Percentage of promoters minus percentage of passives: Passives are not included in NPS calculation.
Percentage of promoters minus percentage of detractors, divided by percentage of passives: Dividing by passives is not part of the official formula.
Percentage of promoters: NPS requires subtracting detractors to measure net sentiment.
Source for verification
HubSpot Net Promoter Score Overview
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