The Net Promoter Score (NPS) is a widely used customer loyalty metric that measures the likelihood of customers recommending a company's products or services to others. It's a simple yet powerful indicator of customer satisfaction and a predictor of business growth. 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?"
Respondents are categorized into three groups based on their score:
Promoters (Score 9-10): These are your 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.
How to Calculate NPS
The NPS is calculated using the following formula:
NPS = (% of Promoters) – (% of Detractors)
To calculate NPS:
Sum the total number of respondents.
Calculate the percentage of Promoters (Number of Promoters / Total Respondents * 100).
Calculate the percentage of Detractors (Number of Detractors / Total Respondents * 100).
Subtract the percentage of Detractors from the percentage of Promoters.
The resulting NPS score ranges from -100 to +100.
Interpreting NPS Scores
NPS scores are typically interpreted as follows:
Above 50: Excellent. Indicates strong customer loyalty and a healthy business.
30 to 50: Good. Shows a solid base of loyal customers, but there's room for improvement.
0 to 30: Fair. Suggests that while you have more promoters than detractors, there are significant opportunities to improve customer experience and reduce churn.
Below 0: Poor. Indicates a serious issue with customer satisfaction, with more detractors than promoters. Immediate action is needed to address customer concerns.
It's important to note that NPS benchmarks vary by industry. Always compare your NPS to industry averages for a more accurate assessment.
Use Cases for NPS
NPS is a versatile metric used by businesses across various sectors for:
Measuring customer loyalty and satisfaction.
Identifying areas for product or service improvement.
Tracking customer experience trends over time.
Benchmarking against competitors.
Driving customer-centric initiatives and growth strategies.
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 npsScoreElement = document.getElementById("npsScore");
var npsCategoryElement = document.getElementById("npsCategory");
// Clear previous results and styling
npsScoreElement.textContent = "-";
npsCategoryElement.textContent = "-";
npsCategoryElement.className = "nps-category"; // Reset classes
// Input validation
if (isNaN(promoters) || isNaN(passives) || isNaN(detractors) || promoters < 0 || passives < 0 || detractors = 50) {
npsCategory = "Excellent";
categoryClass = "success";
} else if (npsScore >= 30) {
npsCategory = "Good";
categoryClass = "success";
} else if (npsScore >= 0) {
npsCategory = "Fair";
categoryClass = "neutral";
} else {
npsCategory = "Poor";
categoryClass = "detractor";
}
npsScoreElement.textContent = npsScore;
npsCategoryElement.textContent = npsCategory;
npsCategoryElement.classList.add(categoryClass);
}