Calculate your Net Promoter Score (NPS) based on customer feedback.
Your NPS Score:
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What is the Net Promoter Score (NPS)?
The Net Promoter Score (NPS) is a customer loyalty metric used to gauge customer satisfaction and predict business growth. It's 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): Loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (Score 7-8): Satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (Score 0-6): Unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
How to Calculate NPS Score
The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Passives are not included in the calculation itself, but they are part of the total number of respondents.
The formula is:
NPS = % Promoters – % Detractors
To get the percentages, you first need to find the total number of respondents:
Total Respondents = Number of Promoters + Number of Passives + Number of Detractors
Then, calculate the percentage for each group:
% Promoters = (Number of Promoters / Total Respondents) * 100
% Passives = (Number of Passives / Total Respondents) * 100
% Detractors = (Number of Detractors / Total Respondents) * 100
The NPS score can range from -100 to +100. A positive NPS indicates more promoters than detractors, while a negative score suggests the opposite.
Example Calculation
Let's say you surveyed 100 customers:
Number of Promoters (Score 9-10): 50
Number of Passives (Score 7-8): 30
Number of Detractors (Score 0-6): 20
1. Total Respondents: 50 + 30 + 20 = 100
2. Calculate Percentages:
% Promoters = (50 / 100) * 100 = 50%
% Passives = (30 / 100) * 100 = 30%
% Detractors = (20 / 100) * 100 = 20%
3. Calculate NPS: NPS = 50% – 20% = 30
In this example, the NPS score is 30.
Interpreting Your NPS Score
NPS benchmarks vary by industry, but general interpretations include:
Above 0: Good, you have more promoters than detractors.
Above 20: Very good.
Above 50: Excellent.
Above 70: World-class.
It's crucial to focus not just on the score, but on the feedback driving it. Analyzing comments from promoters, passives, and especially detractors can provide actionable insights for improving customer experience.
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 resultElement = document.getElementById("npsScore");
// Clear previous results and errors
resultElement.textContent = "-";
resultElement.style.color = "#28a745"; // Reset to default green
// Input validation
if (isNaN(promoters) || isNaN(passives) || isNaN(detractors) ||
promoters < 0 || passives < 0 || detractors < 0) {
resultElement.textContent = "Invalid Input";
resultElement.style.color = "#dc3545"; // Red for error
return;
}
var totalRespondents = promoters + passives + detractors;
if (totalRespondents === 0) {
resultElement.textContent = "N/A";
resultElement.style.color = "#ffc107"; // Warning yellow
return;
}
var percentagePromoters = (promoters / totalRespondents) * 100;
var percentageDetractors = (detractors / totalRespondents) * 100;
var npsScore = percentagePromoters – percentageDetractors;
// Ensure score is displayed as an integer (common practice)
// and handle potential floating point inaccuracies
var roundedNpsScore = Math.round(npsScore);
resultElement.textContent = roundedNpsScore;
// Optional: Color code the score for quick interpretation
if (roundedNpsScore 0 && roundedNpsScore = 20 && roundedNpsScore < 50) {
resultElement.style.color = "#ffc107"; // Yellow for very good
} else {
resultElement.style.color = "#28a745"; // Green for excellent/world-class
}
}