How to Use the NPS Calculator
The Net Promoter Score (NPS) calculator is a specialized tool designed to measure customer loyalty and brand sentiment. By categorizing your survey respondents into three distinct groups based on their likelihood to recommend your service, you can derive a single metric that indicates your business growth potential.
To use this calculator, simply choose your input method and enter your survey data. You can input the raw number of respondents in each category or use the percentages directly if you have already processed your data.
- Promoters (Score 9-10)
- These are your most loyal customers who will keep buying and refer others, fueling growth.
- Passives (Score 7-8)
- These customers are satisfied but unenthusiastic. They 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 NPS Formula
The calculation is straightforward but powerful. The score is expressed as a number between -100 and +100. The core formula used by our nps calculator is:
NPS = (Percentage of Promoters) – (Percentage of Detractors)
- Step 1: Calculate the total number of respondents.
- Step 2: Divide the number of Promoters by the total and multiply by 100 to get the % Promoters.
- Step 3: Divide the number of Detractors by the total and multiply by 100 to get the % Detractors.
- Step 4: Subtract the Detractor percentage from the Promoter percentage.
NPS Calculation Example
Scenario: A SaaS company surveys 200 customers. The results show 120 Promoters, 50 Passives, and 30 Detractors.
Step-by-step solution:
- Total Respondents = 120 + 50 + 30 = 200
- % Promoters = (120 / 200) * 100 = 60%
- % Detractors = (30 / 200) * 100 = 15%
- NPS = 60 – 15 = 45
A score of 45 is generally considered very strong in most industries, indicating a healthy ratio of advocates to critics.
Understanding Your Results
Once you have used the nps calculator, you need to interpret what the number means for your organization:
- Below 0: Indicates your company has more detractors than promoters. This is a critical warning sign that requires immediate customer service improvements.
- 0 to 30: This is a standard "good" range, but there is significant room for improvement in customer experience.
- 30 to 70: This range indicates high customer loyalty and a strong brand reputation.
- 70 to 100: World-class. This score is rarely achieved and indicates an exceptional level of customer advocacy.
Common Questions
What is a good Net Promoter Score?
A "good" score depends heavily on your industry. While +50 is excellent across the board, some industries (like cable providers) have lower average benchmarks than others (like luxury retail). Always compare your score against your direct competitors.
Why are Passives excluded from the formula?
Passives are excluded from the subtraction because they are considered neutral. They don't actively harm your brand like Detractors, but they also don't promote it. However, they are still included in the total respondent count, which lowers the overall percentage of Promoters and Detractors.
How often should I calculate NPS?
Most businesses run NPS surveys quarterly or semi-annually. Transactional NPS can be calculated immediately after a customer interaction, while Relational NPS measures the overall health of the relationship over time.