NPS, therefore ranges from -100 to +100.

It looks complicated, but it is very easy and it will be explained below.

The calculations:

In the example below, there are 10 votes from 0 to 6:

In the case above, the NPS is -100. Got that? And you've just realised that you can remove the % symbols in the first step of the calculations that you will find the same -100. Or multiply by 100 and you remove the percentage ?

Let's move on to the other example:

In the example above the user is considered a Passive. Even though there are 10 votes from 7 to 8, that score is not part of the calculations as you can see, meaning the NPS = 0.

Below you will see an extreme example and take conclusions for yourself…

Since 7 and 8 are never part of the NPS calculations, even if there are a Million votes, it will not count and the NPS remains 0.

Below you will see what makes a NPS positive.

100% of votes from 9 to 10 creates a NPS of +100 ✨ ⚡️

Above you saw very simple examples to give you some clarity around how NPS is calculated. In the next example you will find a real world scenario:

Out of 1070 votes this business got a score of +20 (rounding it up).

NPS just ignored 340 votes (the passives), but this will be discussed below for you to think about…