Step-by-step walkthrough
Use this companion guide beside the interactive calculator to make sure you understand the “why” behind every click. Each section includes the classroom explanation, student-friendly language, and quick practice prompts.
Collect the data points listed below and double-check their units. Keeping an organized “givens” list is one of the fastest ways to reduce math errors and impress exam graders.
Step 1
Ask your standard NPS question: "How likely are you to recommend us to a friend or colleague?" on a 0-10 scale.
Step 2
Bucket responses into promoters (9-10), passives (7-8), and detractors (0-6), then enter each count.
Step 3
Track NPS over time rather than fixating on a single snapshot — the trend tells you more than any one survey wave.
It varies heavily by industry, but as rough anchors: above 0 is generally considered acceptable, above 50 is excellent, and above 70 is rare and world-class. Compare against your own industry's benchmarks rather than a universal number.
The NPS methodology treats passives as satisfied-but-unenthusiastic customers who are neither actively recommending you nor at risk of badmouthing you — they're tracked for context but deliberately excluded from the promoter-minus-detractor formula.
