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Net Promoter Score (NPS) Calculator

function calculateNPS() { var promoters = parseFloat(document.getElementById("promoters").value); var passives = parseFloat(document.getElementById("passives").value); var detractors = parseFloat(document.getElementById("detractors").value); var resultDiv = document.getElementById("result"); // Input validation if (isNaN(promoters) || isNaN(passives) || isNaN(detractors) || promoters < 0 || passives < 0 || detractors < 0) { resultDiv.innerHTML = "Please enter valid non-negative numbers for all fields."; return; } var totalRespondents = promoters + passives + detractors; if (totalRespondents === 0) { resultDiv.innerHTML = "Cannot calculate NPS with zero respondents."; return; } var npsScore = ((promoters – detractors) / totalRespondents) * 100; resultDiv.innerHTML = "

Your NPS Score:

" + npsScore.toFixed(2) + ""; var interpretation = ""; if (npsScore < -50) { interpretation = "Very Poor. This indicates a significant number of dissatisfied customers. Focus on understanding and addressing the root causes of their dissatisfaction."; } else if (npsScore < 0) { interpretation = "Poor. While not as critical as very poor, a negative NPS still means you have more detractors than promoters. Improvement is needed."; } else if (npsScore < 30) { interpretation = "Good. This is a healthy score, showing you have more promoters than detractors. Continue to foster positive customer experiences."; } else if (npsScore < 70) { interpretation = "Great. An excellent score that signifies strong customer loyalty and advocacy. Identify what you're doing well and replicate it."; } else { interpretation = "World-Class. Exceptional performance! This score indicates a highly satisfied and loyal customer base that is actively promoting your brand."; } resultDiv.innerHTML += "Interpretation: " + interpretation + ""; resultDiv.innerHTML += "Note: NPS ranges from -100 to +100."; } .calculator-container { font-family: Arial, sans-serif; max-width: 600px; margin: 20px auto; padding: 20px; border: 1px solid #ddd; border-radius: 8px; background-color: #f9f9f9; } .calculator-container h2 { text-align: center; color: #333; margin-bottom: 20px; } .calculator-form { display: grid; gap: 15px; } .form-group { display: flex; flex-direction: column; } .form-group label { margin-bottom: 5px; font-weight: bold; color: #555; } .form-group input[type="number"] { padding: 10px; border: 1px solid #ccc; border-radius: 4px; font-size: 1rem; } .calculator-form button { background-color: #007bff; color: white; padding: 12px 20px; border: none; border-radius: 4px; cursor: pointer; font-size: 1.1rem; transition: background-color 0.3s ease; } .calculator-form button:hover { background-color: #0056b3; } #result { margin-top: 25px; padding: 15px; border: 1px solid #e0e0e0; border-radius: 4px; background-color: #fff; text-align: center; } #result h3 { margin-top: 0; color: #444; } #result p { margin-bottom: 10px; color: #666; }

Understanding Net Promoter Score (NPS)

The Net Promoter Score (NPS) is a customer loyalty metric used to gauge the willingness of customers to recommend a company's products or services to others. It's a simple yet powerful tool that provides a high-level view of customer satisfaction and loyalty. NPS is calculated based on a single question: "On a scale of 0 to 10, how likely are you to recommend [Company/Product/Service] to a friend or colleague?"

Customers are categorized into three groups based on their score:

  • Promoters (Score 9-10): These are loyal enthusiasts who will keep buying and refer others, fueling growth.
  • Passives (Score 7-8): These are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
  • Detractors (Score 0-6): These are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

The NPS is calculated using the following formula:

NPS = (% of Promoters) – (% of Detractors)

The resulting score can range from -100 (all detractors) to +100 (all promoters). A positive NPS is generally considered good, while a score above 50 is often seen as excellent. Regularly tracking your NPS can help businesses identify areas for improvement, understand customer sentiment, and ultimately drive business growth.

How to Use This Calculator:

  1. Ask your customers the NPS question and collect their scores.
  2. Count the number of respondents who gave a score of 9 or 10 (Promoters).
  3. Count the number of respondents who gave a score of 7 or 8 (Passives).
  4. Count the number of respondents who gave a score of 0 to 6 (Detractors).
  5. Enter these numbers into the respective fields above.
  6. Click "Calculate NPS" to get your score and its interpretation.

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