The calculation of a net promoter score (NPS) comes from asking the question “On a scale of 0 – 10, how likely would you be to recommend Charles Stanley to a family or friend”. Those that score 10 or 9 are classified as promoters and those that score less than 7 are classified as detractors. NPS = promoters - detractors, so the score can be anything between -100 and 100.

The latest industry NPS benchmark score is 14 as calculated by Bain & Company for the year 2023.