Calculate your Net Promoter Score (NPS) based on survey responses.
Your NPS Score
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What is Net Promoter Score (NPS)?
The Net Promoter Score (NPS) is a widely used customer loyalty metric. It measures the likelihood of your customers recommending your product, service, or company to others. NPS surveys typically ask a single question: "On a scale of 0 to 10, how likely are you to recommend [Company/Product/Service] to a friend or colleague?"
Responses are categorized into three groups:
Promoters: Customers who score 9 or 10. They are loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives: Customers who score 7 or 8. They are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors: Customers who score 0 to 6. They are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
How is NPS Calculated?
The NPS score is calculated using the following formula:
NPS = (% of Promoters) – (% of Detractors)
Here's a step-by-step breakdown:
Calculate the Total Number of Respondents: Sum the number of Promoters, Passives, and Detractors.
Calculate the Percentage of Promoters: (Number of Promoters / Total Respondents) * 100
Calculate the Percentage of Detractors: (Number of Detractors / Total Respondents) * 100
Calculate the NPS: Subtract the Percentage of Detractors from the Percentage of Promoters.
The resulting NPS score can range from -100 to +100.
Interpreting Your NPS Score
NPS scores are often interpreted using these benchmarks:
+70 and above: World-Class. Your customers are highly loyal and likely to advocate for your brand.
+30 to +69: Excellent. You have a strong base of promoters.
+1 to +29: Good. You have more promoters than detractors, but there's room for improvement.
0 to -9: Okay. You are not losing customers at an alarming rate, but you're not gaining advocates either.
-100 to -1: Poor. You have a significant number of unhappy customers. Focus on improving their experience.
Why Use an NPS Calculator?
Using an NPS calculator simplifies the process of understanding your customer loyalty. It helps businesses:
Quickly gauge customer sentiment.
Identify areas for improvement by analyzing the number of detractors and passives.
Track customer loyalty trends over time.
Make data-driven decisions to enhance customer experience and drive growth.
function calculateNPS() {
var promotersInput = document.getElementById("promoters");
var passivesInput = document.getElementById("passives");
var detractorsInput = document.getElementById("detractors");
var resultTitle = document.getElementById("resultTitle");
var npsValueDisplay = document.getElementById("npsValue");
var npsCategoryDisplay = document.getElementById("npsCategory");
var promoters = parseInt(promotersInput.value);
var passives = parseInt(passivesInput.value);
var detractors = parseInt(detractorsInput.value);
// Input validation
if (isNaN(promoters) || isNaN(passives) || isNaN(detractors) || promoters < 0 || passives < 0 || detractors = 70) {
npsCategory = "World-Class";
} else if (npsScore >= 30) {
npsCategory = "Excellent";
} else if (npsScore >= 1) {
npsCategory = "Good";
} else if (npsScore >= 0) {
npsCategory = "Okay";
} else {
npsCategory = "Poor";
}
resultTitle.innerText = "NPS Result";
npsValueDisplay.innerText = Math.round(npsScore);
npsCategoryDisplay.innerText = "Category: " + npsCategory;
}