Calculate your NPS by inputting the number of Promoters, Passives, and Detractors.
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Enter survey data above.
Understanding Net Promoter Score (NPS)
The Net Promoter Score (NPS) is a widely used metric for gauging customer loyalty and satisfaction. It measures the likelihood of customers recommending a company's products or services to others. NPS surveys typically ask a single question: "On a scale of 0 to 10, how likely are you to recommend [Company/Product/Service] to a friend or colleague?"
Based on their responses, customers are categorized into three groups:
Promoters: Customers who respond with a score of 9 or 10. They are typically loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives: Customers who respond with a score of 7 or 8. They are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors: Customers who respond with a score of 0 to 6. They are unhappy customers who can damage a brand and impede growth through negative word-of-mouth.
How to Calculate NPS:
The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Passives do not directly contribute to the score but are important for understanding the overall customer base.
The formula is:
NPS = % Promoters – % Detractors
To calculate these percentages, you first need the total number of respondents.
Total Respondents = Number of Promoters + Number of Passives + Number of Detractors
Then, the percentages are calculated as follows:
% Promoters = (Number of Promoters / Total Respondents) * 100
% Detractors = (Number of Detractors / Total Respondents) * 100
The resulting NPS score can range from -100 (if every customer is a detractor) to +100 (if every customer is a promoter).
NPS Score Interpretation:
Above 50: Excellent. Your customers are likely to be very loyal and enthusiastic.
30 to 50: Good. You have a solid base of loyal customers, but there's room for improvement.
0 to 30: Fair. This is an opportunity to improve customer experience and turn passives and detractors into promoters.
Below 0: Poor. Indicates significant issues with customer satisfaction and loyalty that need immediate attention.
Regularly tracking your NPS helps businesses identify trends, measure the impact of changes, and ultimately foster stronger customer relationships and drive sustainable growth.
function calculateNPS() {
var promotersInput = document.getElementById("promoters");
var passivesInput = document.getElementById("passives");
var detractorsInput = document.getElementById("detractors");
var promoters = parseFloat(promotersInput.value);
var passives = parseFloat(passivesInput.value);
var detractors = parseFloat(detractorsInput.value);
var npsScoreElement = document.getElementById("npsScore");
var npsCategoryElement = document.getElementById("npsCategory");
// Validate inputs
if (isNaN(promoters) || isNaN(passives) || isNaN(detractors) || promoters < 0 || passives < 0 || detractors 50) {
categoryText = "Excellent";
} else if (npsScoreDisplay >= 30 && npsScoreDisplay = 0 && npsScoreDisplay = 0) {
npsScoreElement.style.color = "#28a745"; // Green for positive scores
} else {
npsScoreElement.style.color = "#dc3545"; // Red for negative scores
}
}