Calculate Nps Score

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Net Promoter Score (NPS) Calculator

Your Net Promoter Score (NPS) is: 47

Promoters: 100 (66.7%)

Passives: 30 (20.0%)

Detractors: 20 (13.3%)

Total Responses: 150

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('npsResult'); 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 totalResponses = promoters + passives + detractors; if (totalResponses === 0) { resultDiv.innerHTML = 'Total responses cannot be zero. Please enter at least one response.'; return; } var percentPromoters = (promoters / totalResponses) * 100; var percentDetractors = (detractors / totalResponses) * 100; var percentPassives = (passives / totalResponses) * 100; var npsScore = Math.round(percentPromoters – percentDetractors); resultDiv.innerHTML = '

Your Net Promoter Score (NPS) is: ' + npsScore + '

'; resultDiv.innerHTML += 'Promoters: ' + promoters + ' (' + percentPromoters.toFixed(1) + '%)'; resultDiv.innerHTML += 'Passives: ' + passives + ' (' + percentPassives.toFixed(1) + '%)'; resultDiv.innerHTML += 'Detractors: ' + detractors + ' (' + percentDetractors.toFixed(1) + '%)'; resultDiv.innerHTML += 'Total Responses: ' + totalResponses + "; } // Initial calculation on page load window.onload = 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 is Calculated

The NPS is derived from a single survey 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 responses, 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.

The NPS 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.

NPS = (% Promoters) – (% Detractors)

Why NPS Matters

NPS is a powerful metric because it:

  • Simplicity: Easy to understand and communicate across an organization.
  • Predictive Power: Correlates strongly with customer retention, repeat purchases, and referrals, all of which drive revenue growth.
  • Benchmarking: Allows companies to compare their performance against competitors and industry averages.
  • Actionable Insights: Helps identify areas for improvement in customer experience.

Interpreting Your NPS Score

NPS scores can range from -100 (if every customer is a Detractor) to +100 (if every customer is a Promoter). Generally, a "good" NPS score varies by industry, but common benchmarks are:

  • Above 0: Generally considered "good." You have more Promoters than Detractors.
  • Above 50: Considered "excellent."
  • Above 70: Considered "world-class."

A negative score indicates that you have more Detractors than Promoters, suggesting significant issues with customer satisfaction and loyalty.

Example Calculation

Let's say you surveyed 150 customers and received the following responses:

  • Promoters: 100 (Score 9-10)
  • Passives: 30 (Score 7-8)
  • Detractors: 20 (Score 0-6)

Total Responses = 100 + 30 + 20 = 150

Percentage of Promoters = (100 / 150) * 100 = 66.7%

Percentage of Detractors = (20 / 150) * 100 = 13.3%

NPS = 66.7% – 13.3% = 53.4%

Rounded to the nearest whole number, the NPS is 53.

Use the calculator above to quickly determine your NPS based on your survey results!

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