Source note · CSAT and NPS surveys in contact centers
NPS is calculated as the percentage of respondents who are promoters minus the percentage who are detractors; passives count only in the denominator.
Checked 2026-10-02
Your Net Promoter Score is simply the percentage of customers who are promoters minus the percentage who are detractors.
- Vendor
- Bain
- Product
- Net Promoter System
- Subsystem
- NPS methodology
- Deployment
- not restricted
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- Measuring Your Net Promoter Score — Bain & Company · tier 2 current vendor documentation · page body, calculation paragraph
Cite this note
APA
WarmTransfer. (2026, October 2). CSAT and NPS surveys in contact centers: source note contact-center-surveys-csat-nps-nps-formula. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-surveys-csat-nps-nps-formula
BibTeX
@misc{warmtransfer-claim-contact-center-surveys-csat-nps-nps-formula,
title = {CSAT and NPS surveys in contact centers: source note contact-center-surveys-csat-nps-nps-formula},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-surveys-csat-nps-nps-formula},
note = {Source note contact-center-surveys-csat-nps-nps-formula, checked 2026-10-02}
}