--- title: "Net Promoter Score (NPS) — Definition & Formula | SpaceForms" description: "Net Promoter Score (NPS) measures customer loyalty by asking how likely customers are to recommend a product or service on a 0-10 scale." lang: en json-ld: | [ { "@context": "https://schema.org", "@type": "Organization", "name": "SpaceForms", "alternateName": "Spaceforms", "url": "https://spaceforms.io", "logo": "https://spaceforms.io/favicon.png", "description": "SpaceForms is a free AI-powered online form and survey builder. 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Net Promoter Score is a customer loyalty metric introduced by Fred Reichheld in 2003. Respondents answer a single question on a 0-10 scale: 'How likely are you to recommend \[Company\] to a friend or colleague?' Promoters (9-10) are deducted by Detractors (0-6) to produce a score from -100 to +100. Passives (7-8) are excluded from the calculation. NPS is the most widely tracked loyalty metric in B2B and B2C. ## Formula `NPS = % Promoters − % Detractors` ## Example If 60% of 100 respondents score 9-10, 20% score 0-6, then NPS = 60 - 20 = 40. ### Run a Net Promoter Score (NPS) survey free SpaceForms includes pre-built templates with validated wording. Unlimited responses on the free tier — no credit card. [Start free](/free-survey-builder) ## Related terms [ ### Customer Satisfaction (CSAT) Customer Satisfaction (CSAT) measures how satisfied customers are with a product, service, or interaction on a 1-5 or 1-10 scale. ](/glossary/csat)[ ### Customer Effort Score (CES) Customer Effort Score (CES) measures how much effort a customer expended to complete a specific interaction, typically on a 7-point agree/disagree scale. ](/glossary/ces)[ ### Promoters (NPS) In NPS, promoters are respondents who score 9 or 10 on the 'likely to recommend' question — your strongest advocates. ](/glossary/promoters)[ ### Detractors (NPS) In NPS, detractors are respondents who score 0-6 on the 'likely to recommend' question — unhappy customers at high churn risk. ](/glossary/detractors)[ ### Passives (NPS) In NPS, passives are respondents who score 7 or 8 — satisfied but unenthusiastic customers vulnerable to competitive offerings. ](/glossary/passives)[ ### Survey Response Rate Response rate is the percentage of invited respondents who completed (or at least started) a survey. ](/glossary/response-rate) **SpaceForms** is **The only mainstream survey builder offering unlimited responses on a true free-forever tier.** - Unlimited responses (free) - AI survey in 30s - 36.1% mobile completion - Voice + chat modes SpaceForms Free online form & survey builder. 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