Nps Net Promoter Score Calculator

Net Promoter Score (NPS) Calculator

Your Net Promoter Score will appear here.

function calculateNPS() { var promoters = parseFloat(document.getElementById('numPromoters').value); var passives = parseFloat(document.getElementById('numPassives').value); var detractors = parseFloat(document.getElementById('numDetractors').value); var resultDiv = document.getElementById('npsResult'); if (isNaN(promoters) || isNaN(passives) || isNaN(detractors) || promoters < 0 || passives < 0 || detractors < 0) { resultDiv.innerHTML = "Please enter valid non-negative numbers for all fields."; resultDiv.style.color = '#dc3545'; resultDiv.style.borderColor = '#dc3545'; return; } var totalRespondents = promoters + passives + detractors; if (totalRespondents === 0) { resultDiv.innerHTML = "Total respondents cannot be zero. Please enter at least one respondent."; resultDiv.style.color = '#dc3545'; resultDiv.style.borderColor = '#dc3545'; return; } var nps = ((promoters – detractors) / totalRespondents) * 100; resultDiv.innerHTML = "Your Net Promoter Score (NPS) is: " + nps.toFixed(1) + ""; resultDiv.style.color = '#333'; resultDiv.style.borderColor = '#e0e0e0'; }

Understanding the 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 proxy for customer satisfaction and is a strong indicator of growth potential.

How NPS is Calculated

The NPS is derived from a single question: "On a scale of 0 to 10, how likely are you to recommend [Company/Product/Service] to a friend or colleague?" Based on their responses, customers are categorized into three groups:

• Promoters (Score 9-10): These are loyal enthusiasts who will keep buying 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 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 impact the score.

NPS = (% Promoters – % Detractors)

Why NPS Matters

NPS is a powerful metric because it:

• Simplicity: Easy to understand and communicate across an organization.
• Predictive Power: Correlates strongly with customer loyalty, repeat purchases, and referrals, which are key drivers of revenue growth.
• Benchmarking: Allows companies to compare their performance against competitors and industry averages.
• Actionable Insights: Helps identify areas for improvement in customer experience.

Interpreting Your NPS Score

NPS scores can range from -100 (if every customer is a Detractor) to +100 (if every customer is a Promoter). Generally, a "good" NPS score varies by industry, but here's a common interpretation:

• Above 0: Generally considered "good." You have more Promoters than Detractors.
• Above 50: Excellent. This indicates a very strong customer relationship.
• Above 70: World-class. Achieved by very few companies.

A negative score means you have more Detractors than Promoters, indicating significant customer dissatisfaction that needs immediate attention.

Example Calculation:

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

• Promoters: 60 (60% of total)
• Passives: 20 (20% of total)
• Detractors: 20 (20% of total)

Using the formula:

NPS = (% Promoters – % Detractors)

NPS = (60% – 20%) = 40

In this example, your NPS is 40, which is generally considered a good score, indicating a healthy customer base with more loyal advocates than detractors.