--- title: "NPS: what it is and how to calculate it | attendo" description: "What NPS or Net Promoter Score is, how to calculate it with promoters and detractors, how it differs from CSAT and the mistake of chasing the number." url: "https://attendo.me/en/glossary/nps" lang: "en" --- # NPS: what it is, how to calculate it and what it does not tell you Also known as: Net Promoter Score NPS (Net Promoter Score) measures how likely your customers are to recommend you, based on a single question scored from 0 to 10. How to calculate it NPS = % promoters (9 and 10) − % detractors (0 to 6) ## How to calculate it The question is “how likely are you to recommend us to a colleague?” Anyone who answers 9 or 10 is a **promoter**; 7 or 8, a **passive**; and 0 to 6, a **detractor**. NPS is the percentage of promoters minus the percentage of detractors, so it runs from −100 to +100. ## An example Out of 100 responses, 50 are promoters, 30 passives and 20 detractors. NPS is 50 − 20 = **30**. Passives neither add nor subtract, but they count in the total. ## NPS vs. CSAT [CSAT](https://attendo.me/en/glossary/csat) measures an interaction; NPS, the relationship. That is why NPS is asked every so often, not after every visit, and read by segment: by business line, customer type or region. ## The usual mistake Chasing the number instead of the detractors. An NPS that rises because you only ask happy customers is worthless. The value is in calling the people who score 0 to 6 and learning why, because they often signal [churn](https://attendo.me/en/glossary/churn) months ahead. ## In attendo [Surveys](https://attendo.me/en/modules/surveys) collect the 0 to 10 score and give you NPS by business line, with traffic-light targets. A score of 6 or lower opens a recovery case assigned to whoever handled the customer. - [attendo Customer Service](https://attendo.me/en/customer-service) ## Where it is used in attendo ### Modules - [Satisfaction surveys](https://attendo.me/en/modules/surveys): Ask for feedback on closing and turn a low score into work - [Reports and dashboards](https://attendo.me/en/modules/reports-and-dashboards): Reports and dashboards for every area, with today’s data ### Industries that use these modules - [Hospitality, retail and multi-site](https://attendo.me/en/industries/multi-site-operations) - [Facility maintenance and services](https://attendo.me/en/industries/facility-maintenance) - [IT services and MSPs](https://attendo.me/en/industries/it-services) - [Consulting and professional services](https://attendo.me/en/industries/professional-services) - [And any other business](https://attendo.me/en/industries) ## Related terms Customer service ### CSAT Customer satisfaction score CSAT (customer satisfaction score) measures how a customer rates a specific interaction, such as a visit or a closed case, using the score they give right afterward. Sales and customers ### Churn Customer churn · churn rate Churn is the loss of existing customers, usually because they do not renew their contract. Support and service ### Reopened ticket Ticket reopen A reopened ticket is a closed ticket that is opened again because the fix was incomplete or the problem has come back. ### On the blog #### Satisfaction surveys customers actually answer: CSAT, NPS and CES Many surveys fail before they are sent: they ask too much, arrive too late or use the wrong channel. And when someone answers with a 3, nothing happens. Here is how to design them so they get answered and get used. 4 min read [See all 53 glossary terms](https://attendo.me/en/glossary) ## Shall we look at it with your data? We will show you how what you just read works in attendo, with your own assets, tickets and customers. If it is not a fit, we will tell you. - With your operation, not a generic demo - A real person from our team replies - No cold calls afterwards Would you rather talk first? - Phone [+34 910 053 530](tel:+34910053530) - Email [sales@attendo.me](mailto:sales@attendo.me) - Monday to Thursday 9:30 AM to 6:30 PM and Friday 9:30 AM to 2:30 PM (Spain time)