Net Promoter Score (NPS) Calculator
What is the Net Promoter Score (NPS)?
The Net Promoter Score (NPS) is a customer loyalty metric that measures the likelihood of customers recommending a company's products or services to others. It's a powerful tool used by businesses worldwide to gauge customer satisfaction and identify areas for improvement.
NPS is calculated based on a single question asked to customers: "On a scale of 0 to 10, how likely are you to recommend [company/product/service] to a friend or colleague?"
How is NPS Calculated?
Respondents are categorized into three groups based on their scores:
- Promoters (Score 9-10): Loyal enthusiasts who will keep buying and refer others, fueling growth.
- Passives (Score 7-8): Satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
- Detractors (Score 0-6): Unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
The NPS formula is straightforward:
NPS = (% Promoters) – (% Detractors)
The resulting score can range from -100 to +100. A higher NPS indicates a greater proportion of promoters compared to detractors, suggesting strong customer loyalty and satisfaction.
Interpreting Your NPS Score:
- Above +50: Excellent, world-class.
- +30 to +50: Great, but room to improve.
- +10 to +30: Good, but could be better.
- 0 to +10: Average, requires attention.
- Below 0: Needs significant improvement.
Regularly tracking your NPS allows you to monitor trends, understand the impact of your initiatives, and ultimately drive business growth by fostering stronger customer relationships.
How to Use the Calculator:
Simply enter the number of respondents who fall into each category (Promoters, Passives, and Detractors) based on their survey answers. Click "Calculate NPS" to see your Net Promoter Score.
Example Calculation:
Suppose you surveyed 1000 customers:
- 500 customers scored 9 or 10 (Promoters).
- 300 customers scored 7 or 8 (Passives).
- 200 customers scored 6 or less (Detractors).
Total respondents = 500 + 300 + 200 = 1000
Percentage of Promoters = (500 / 1000) * 100% = 50%
Percentage of Detractors = (200 / 1000) * 100% = 20%
NPS = 50% – 20% = +30
In this example, an NPS of +30 is considered a good score, indicating a strong base of loyal customers.