Net Promoter Score Calculation

Net Promoter Score (NPS) Calculator

function calculateNPS() { var promoters = parseFloat(document.getElementById('numPromoters').value); var passives = parseFloat(document.getElementById('numPassives').value); var detractors = parseFloat(document.getElementById('numDetractors').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."; resultDiv.style.backgroundColor = '#f8d7da'; resultDiv.style.borderColor = '#f5c6cb'; resultDiv.style.color = '#721c24'; return; } var totalRespondents = promoters + passives + detractors; if (totalRespondents === 0) { resultDiv.innerHTML = "Total respondents cannot be zero. Please enter at least one respondent."; resultDiv.style.backgroundColor = '#f8d7da'; resultDiv.style.borderColor = '#f5c6cb'; resultDiv.style.color = '#721c24'; return; } var nps = ((promoters – detractors) / totalRespondents) * 100; resultDiv.innerHTML = "Your Net Promoter Score (NPS) is: " + nps.toFixed(2) + "%"; resultDiv.style.backgroundColor = '#e9f7ee'; resultDiv.style.borderColor = '#d4edda'; resultDiv.style.color = '#155724'; } // Initial calculation on page load for default values 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.

The formula is:

NPS = (% Promoters – % Detractors)

The score is always presented as a whole number, not a percentage, ranging from -100 to +100.

Why NPS Matters

NPS is valuable because it:

• Simplicity: Easy to understand and implement.
• Predictive Power: Correlates with customer loyalty, repeat purchases, and referrals.
• Benchmarking: Allows companies to compare their performance against competitors and industry standards.
• Actionable Insights: Helps identify areas for improvement to convert Detractors and Passives into Promoters.

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."
• Above 20: Considered "favorable."
• Above 50: Considered "excellent."
• Above 70: Considered "world-class."

A negative score indicates that you have more Detractors than Promoters, suggesting significant issues that need addressing.

Example Calculation

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

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

Using the formula:

• Percentage of Promoters = (60 / 100) * 100 = 60%
• Percentage of Detractors = (20 / 100) * 100 = 20%
• NPS = 60% – 20% = 40

In this example, your NPS would be 40, indicating a strong base of loyal customers.

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