The Net Promoter Score (NPS) is a widely used customer loyalty metric that measures a customer's willingness to recommend a company's product or service to others. It's a powerful indicator of customer satisfaction and a predictor of business growth. NPS is based on a single, simple question: "On a scale of 0 to 10, how likely are you to recommend [company/product/service] to a friend or colleague?"
How to Calculate NPS
The calculation of NPS involves categorizing respondents based on their score and then applying a straightforward formula. Here's how it works:
Promoters: Customers who score 9 or 10. These are your loyal enthusiasts who will keep buying and refer others.
Passives: Customers who score 7 or 8. These are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors: Customers who score 0 to 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)
To get the percentages, you first need to find the total number of respondents.
Total Respondents = Promoters + Passives + Detractors
Then, the percentages are calculated as:
% Promoters = (Number of Promoters / Total Respondents) * 100
% Detractors = (Number of Detractors / Total Respondents) * 100
The final NPS score can range from -100 (if all respondents are detractors) to +100 (if all respondents are promoters).
Interpreting NPS Scores
NPS scores are typically categorized as follows:
Above 70: World Class – Indicates exceptional customer loyalty and advocacy.
30 to 70: Great – Suggests a strong customer base with good loyalty.
0 to 30: Good/Okay – Room for improvement in customer experience and loyalty.
Below 0: Needs Improvement – Indicates a significant number of unhappy customers and potential brand damage.
It's important to note that NPS benchmarks vary significantly by industry. Therefore, comparing your NPS to industry averages is crucial for context.
Why Use the NPS Calculator?
This calculator provides a quick and easy way to determine your NPS score. By inputting the number of promoters, passives, and detractors from your customer surveys, you can instantly understand your current customer loyalty standing. Using NPS helps businesses:
Gauge customer satisfaction and loyalty.
Identify areas for improvement in products and services.
Track customer experience over time.
Benchmark performance against competitors.
Foster a customer-centric culture.
Regularly calculating and analyzing your NPS is a fundamental practice for driving sustainable business growth through enhanced customer relationships.
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 resultValueElement = document.getElementById("result-value");
var npsCategoryElement = document.getElementById("nps-category");
// Input validation
if (isNaN(promoters) || isNaN(passives) || isNaN(detractors) || promoters < 0 || passives < 0 || detractors = 70) {
categoryText = "World Class";
categoryClass += " promoter";
} else if (npsScore >= 30) {
categoryText = "Great";
categoryClass += " promoter"; // Often still considered positive
} else if (npsScore >= 0) {
categoryText = "Good / Okay";
categoryClass += " passive";
} else if (npsScore > -100) {
categoryText = "Needs Improvement";
categoryClass += " detractor";
} else { // NPS is -100
categoryText = "Needs Significant Improvement";
categoryClass += " detractor";
}
npsCategoryElement.textContent = categoryText;
npsCategoryElement.className = categoryClass;
}