Calculate Nps Score Formula

NPS Score Calculator

function calculateNPS() { var numPromoters = parseFloat(document.getElementById('numPromoters').value); var numPassives = parseFloat(document.getElementById('numPassives').value); var numDetractors = parseFloat(document.getElementById('numDetractors').value); var npsResultDiv = document.getElementById('npsResult'); if (isNaN(numPromoters) || numPromoters < 0 || isNaN(numPassives) || numPassives < 0 || isNaN(numDetractors) || numDetractors < 0) { npsResultDiv.innerHTML = 'Please enter valid positive numbers for all fields.'; return; } var totalRespondents = numPromoters + numPassives + numDetractors; if (totalRespondents === 0) { npsResultDiv.innerHTML = 'Total respondents cannot be zero. Please enter at least one respondent.'; return; } var percentPromoters = (numPromoters / totalRespondents) * 100; var percentDetractors = (numDetractors / totalRespondents) * 100; var npsScore = percentPromoters – percentDetractors; npsResultDiv.innerHTML = '

Your NPS Score: ' + npsScore.toFixed(0) + '

' + 'Total Respondents: ' + totalRespondents + " + 'Promoters: ' + numPromoters + ' (' + percentPromoters.toFixed(1) + '%)' + 'Passives: ' + numPassives + ' (' + ((numPassives / totalRespondents) * 100).toFixed(1) + '%)' + 'Detractors: ' + numDetractors + ' (' + percentDetractors.toFixed(1) + '%)'; }

Understanding Your 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 key indicator of customer satisfaction and potential for growth, as loyal customers are more likely to make repeat purchases and refer others.

How NPS Works

The NPS is based on a single question: "How likely are you to recommend [Company/Product/Service] to a friend or colleague?" Respondents answer on a 0-10 scale, and are then 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 Formula

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.

NPS Score = (% Promoters) – (% Detractors)

The score can range from -100 (if every customer is a Detractor) to +100 (if every customer is a Promoter).

Interpreting Your NPS Score

Generally, an NPS score above 0 is considered good, above 20 is great, and above 50 is excellent. Scores above 70 are rare and indicate world-class customer loyalty. However, what constitutes a "good" score can vary significantly by industry.

• -100 to 0: Indicates significant issues with customer satisfaction and loyalty.
• 0 to 30: Generally considered a good score, showing more promoters than detractors.
• 30 to 70: Very good to excellent, indicating strong customer loyalty.
• 70 to 100: Outstanding, representing exceptional customer advocacy.

How to Use the NPS Calculator

Our NPS Score Calculator simplifies the process of determining your score. Simply input the number of respondents you've categorized into each group:

1. Number of Promoters: Enter the count of customers who gave you a 9 or 10.
2. Number of Passives: Enter the count of customers who gave you a 7 or 8.
3. Number of Detractors: Enter the count of customers who gave you a 0 through 6.

Click "Calculate NPS Score," and the tool will instantly provide your Net Promoter Score, along with a breakdown of percentages for each category and the total number of respondents.

Example Calculation:

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

• 70 Promoters (score 9-10)
• 20 Passives (score 7-8)
• 10 Detractors (score 0-6)

Using the formula:

• Total Respondents = 70 + 20 + 10 = 100
• Percentage of Promoters = (70 / 100) * 100 = 70%
• Percentage of Detractors = (10 / 100) * 100 = 10%
• NPS Score = 70% – 10% = 60

This indicates a very strong level of customer loyalty for your business.

Regularly tracking your NPS can help you identify trends, measure the impact of customer experience initiatives, and benchmark your performance against competitors.