Net Promoter Score (NPS) Calculator
Calculate your customer loyalty metric based on survey responses.
Your NPS Score
0
Total: 0
Promoters: 0%
Detractors: 0%
What is Net Promoter Score (NPS)?
The Net Promoter Score (NPS) is a gold-standard customer experience metric used by millions of businesses to measure how customers perceive their brand. It is calculated based on responses to a single question: "On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?"
How to Calculate NPS
To calculate your Net Promoter Score, first categorize your survey respondents into three distinct groups based on the rating they provided:
- Promoters (Score 9-10): Loyal enthusiasts who will keep buying and refer others.
- 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 mathematical formula is straightforward:
NPS = % Promoters – % Detractors
Example Calculation
Suppose you surveyed 200 customers and received the following results:
- 120 Promoters (Score 9-10)
- 50 Passives (Score 7-8)
- 30 Detractors (Score 0-6)
Step 1: Calculate percentages. 120/200 = 60% Promoters. 30/200 = 15% Detractors.
Step 2: Subtract the Detractor percentage from the Promoter percentage. 60 – 15 = 45.
Result: Your Net Promoter Score is 45.
Interpreting Your NPS Result
NPS can range from -100 (if every customer is a Detractor) to +100 (if every customer is a Promoter). Generally:
- Below 0: Needs significant improvement.
- 0 to 30: Good, but there is room for growth.
- 30 to 70: Excellent; your customers are very loyal.
- Above 70: World-class; you have extreme brand advocacy.