NPS Survey Calculator
Calculated NPS:
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 firm's customer relationships. It serves as a proxy for customer satisfaction and is a strong indicator of growth potential. Developed by Fred Reichheld, Bain & Company, and Satmetrix, NPS is based on a single question: "How likely are you to recommend [Company/Product/Service] to a friend or colleague?"
How NPS Works
Respondents answer on a 0-10 scale, where 0 is "Not at all likely" and 10 is "Extremely likely." Based on their score, 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.
Calculating Your NPS
The Net Promoter Score 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 calculation itself.
The formula is:
NPS = (% Promoters) - (% Detractors)
The resulting score is always expressed as an integer between -100 and +100, not a percentage.
Using the NPS Survey Calculator
Our NPS Survey Calculator simplifies this process for you. Simply input the number of responses you received for each category:
- Number of Promoters: Enter the count of respondents who gave a score of 9 or 10.
- Number of Passives: Enter the count of respondents who gave a score of 7 or 8.
- Number of Detractors: Enter the count of respondents who gave a score of 0 to 6.
Click "Calculate NPS," and the tool will instantly provide your Net Promoter Score.
Interpreting Your NPS Score
NPS scores can range from -100 (if all respondents are Detractors) to +100 (if all respondents are Promoters). Generally, a "good" NPS score varies by industry, but here's a general guideline:
- Above 0: Generally considered good, meaning you have more Promoters than Detractors.
- Above 30: Considered very good.
- Above 50: Excellent.
- Above 70: World-class.
A negative NPS score indicates that you have more Detractors than Promoters, suggesting significant customer dissatisfaction that needs immediate attention.
Why NPS Matters
NPS is more than just a number; it's a powerful indicator of customer loyalty and business health. A high NPS often correlates with:
- Increased customer retention
- Higher customer lifetime value
- Stronger word-of-mouth marketing
- Sustainable business growth
By regularly tracking your NPS, you can identify trends, understand the impact of changes in your product or service, and benchmark your performance against competitors.
Example Calculation:
Let's say you surveyed 100 customers and received the following responses:
- Promoters: 60 (scores 9-10)
- Passives: 20 (scores 7-8)
- Detractors: 20 (scores 0-6)
Using the calculator:
- Total Responses = 60 + 20 + 20 = 100
- Percentage of Promoters = (60 / 100) * 100 = 60%
- Percentage of Detractors = (20 / 100) * 100 = 20%
- NPS = 60% – 20% = 40
Your NPS would be 40, which is generally considered a very good score.