# Net Promoter Score (NPS)

> Net Promoter Score (NPS) measures loyalty by asking how likely people are to recommend you, on a 0 to 10 scale.

Source: https://synthiya.ai/glossary/net-promoter-score · Updated 2026-10-09 · By Synthiya

People answer from 0 to 10. Those who pick 9 or 10 are promoters. Those who pick 7 or 8 are passives. Those who pick 0 to 6 are detractors. NPS is the percent of promoters minus the percent of detractors, so it runs from −100 to +100.

Fred Reichheld of Bain & Company introduced NPS in 2003. It's popular because it's short and easy to track over time.

## Why it matters

NPS gives you a quick read on how people feel about your product as a whole. But the number alone won't tell you why. Always add a follow-up, like "What's the main reason for your score?" Our free [NPS calculator](https://synthiya.ai/tools/nps-calculator) does the math.

> **Example:**
> You get 200 replies: 110 promoters, 50 passives and 40 detractors. That's 55% promoters and 20% detractors. Your NPS is 55 − 20 = 35.