How to Calculate Nps Score

Net Promoter Score (NPS) Calculator

function calculateNPS() { var numPromoters = parseFloat(document.getElementById('numPromoters').value); var numPassives = parseFloat(document.getElementById('numPassives').value); var numDetractors = parseFloat(document.getElementById('numDetractors').value); var resultDiv = document.getElementById('npsResult'); // Input validation if (isNaN(numPromoters) || numPromoters < 0 || isNaN(numPassives) || numPassives < 0 || isNaN(numDetractors) || numDetractors < 0) { resultDiv.innerHTML = "Please enter valid non-negative numbers for all fields."; resultDiv.style.backgroundColor = '#f8d7da'; resultDiv.style.borderColor = '#f5c6cb'; resultDiv.style.color = '#721c24'; return; } var totalResponses = numPromoters + numPassives + numDetractors; if (totalResponses === 0) { resultDiv.innerHTML = "Total responses cannot be zero. Please enter at least one response."; resultDiv.style.backgroundColor = '#f8d7da'; resultDiv.style.borderColor = '#f5c6cb'; resultDiv.style.color = '#721c24'; return; } var percentPromoters = (numPromoters / totalResponses) * 100; var percentDetractors = (numDetractors / totalResponses) * 100; var percentPassives = (numPassives / totalResponses) * 100; var npsScore = percentPromoters – percentDetractors; resultDiv.innerHTML = "

Your Net Promoter Score (NPS) is: " + npsScore.toFixed(1) + "

" + "Based on " + totalResponses + " responses:" + "

" + "
• Promoters: " + numPromoters + " (" + percentPromoters.toFixed(1) + "%)
" + "
• Passives: " + numPassives + " (" + percentPassives.toFixed(1) + "%)
" + "
• Detractors: " + numDetractors + " (" + percentDetractors.toFixed(1) + "%)
" + "

"; resultDiv.style.backgroundColor = '#e9f7ef'; resultDiv.style.borderColor = '#d4edda'; resultDiv.style.color = '#155724'; } // Initial calculation on page load for default values window.onload = function() { calculateNPS(); };

Understanding the Net Promoter Score (NPS)

The Net Promoter Score (NPS) is a widely used management tool that can be used to gauge the loyalty of a company's customer relationships. It serves as a proxy for customer satisfaction and is a strong indicator of growth potential.

How NPS Works

NPS is 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?" Based on their response, customers are categorized into three groups:

• Promoters (Score 9-10): These are loyal enthusiasts who will continue to buy 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.

Calculating Your NPS

The Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Passives are included in the total number of respondents but do not directly factor into the score itself. The formula is:

NPS = (% Promoters) – (% Detractors)

The score can range from -100 (if every customer is a Detractor) to +100 (if every customer is a Promoter).

Interpreting Your NPS Score

A "good" NPS score can vary by industry, but generally:

• Above 0: Generally considered "good."
• Above 20: Considered "favorable."
• Above 50: Considered "excellent."
• Above 70: Considered "world-class."

It's important to track your NPS over time and benchmark it against industry averages and competitors to understand your performance better. A high NPS indicates strong customer loyalty and a greater likelihood of sustainable growth.

Example Calculation

Let's say you surveyed 100 customers and received the following responses:

• 60 Promoters (score 9-10)
• 20 Passives (score 7-8)
• 20 Detractors (score 0-6)

Using the formula:

• Total Responses = 60 + 20 + 20 = 100
• % Promoters = (60 / 100) * 100 = 60%
• % Detractors = (20 / 100) * 100 = 20%
• NPS = 60% – 20% = 40

In this example, your NPS would be 40, indicating a favorable level of customer loyalty.