NPS (Net Promoter Score)
NPS, or Net Promoter Score, is a single number summarising answers to “How likely are you to recommend us?” on a scale from 0 to 10. It ranges from −100 to +100.
Respondents fall into three groups. Answer 9 or 10 and you are a promoter. Answer 7 or 8 and you are passive. Answer 0 to 6 and you are a detractor. The score is the share of promoters minus the share of detractors, in percentage points — passives do not enter the calculation at all.
An example: out of a hundred responses, 50 promoters, 30 passives, 20 detractors. NPS is 50% − 20% = 30. The same score would come out of 30 promoters and no detractors, which is an entirely different situation — which is why the distribution is always worth looking at alongside the number.
In Gatherino, NPS is its own field type. The summary charts the distribution of all answers and calculates the resulting score using the same formula.
In practice
- 9–10 promoter, 7–8 passive, 0–6 detractor.
- Score = % promoters − % detractors, range −100 to +100.
- Passive answers neither raise nor lower the score, but they dilute both shares.
- At a few dozen responses, every individual moves the number.
FAQ
What is a good NPS?
Nothing universal — values differ by industry, market and how the question is asked. It mostly means something against your own previous measurement.
Why are passives excluded?
Only the extreme groups enter the formula. Passive answers still raise the total count, which lowers both extreme shares.
How many responses do I need?
There is no fixed threshold. On small samples the score swings a lot, so treat it as a direction and read the open answers.
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