The Net Promoter Score (NPS) is a customer loyalty metric that measures how likely a customer is to recommend a company's products or services to others. It's a simple yet powerful tool used by businesses across various industries to gauge customer satisfaction and predict business growth.
How NPS Works
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:
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.
The NPS score is calculated as:
NPS = % of Promoters – % of Detractors
The resulting score can range from -100 to +100.
Using the NPS Calculator
To use this calculator, simply input the number of respondents who fall into each category. The calculator will then determine the percentage of each group and compute your Net Promoter Score.
Your NPS Results
Total Respondents:0
Percentage of Promoters:0%
Percentage of Passives:0%
Percentage of Detractors:0%
Net Promoter Score (NPS):N/A
function calculateNPS() {
var promotersInput = document.getElementById("promoters");
var passivesInput = document.getElementById("passives");
var detractorsInput = document.getElementById("detractors");
var promoters = parseInt(promotersInput.value);
var passives = parseInt(passivesInput.value);
var detractors = parseInt(detractorsInput.value);
var totalRespondents = promoters + passives + detractors;
var percentPromoters = 0;
var percentPassives = 0;
var percentDetractors = 0;
if (totalRespondents > 0) {
percentPromoters = (promoters / totalRespondents) * 100;
percentPassives = (passives / totalRespondents) * 100;
percentDetractors = (detractors / totalRespondents) * 100;
}
var npsScore = percentPromoters – percentDetractors;
document.getElementById("totalRespondents").textContent = totalRespondents;
document.getElementById("percentPromoters").textContent = percentPromoters.toFixed(1) + "%";
document.getElementById("percentPassives").textContent = percentPassives.toFixed(1) + "%";
document.getElementById("percentDetractors").textContent = percentDetractors.toFixed(1) + "%";
if (totalRespondents === 0) {
document.getElementById("npsScore").textContent = "N/A";
} else {
document.getElementById("npsScore").textContent = npsScore.toFixed(0);
}
}