Calculating Net Promoter Score

Net Promoter Score (NPS) Calculator

Your Net Promoter Score (NPS) will appear here.

function calculateNPS() { var promoters = parseFloat(document.getElementById('promoters').value); var passives = parseFloat(document.getElementById('passives').value); var detractors = parseFloat(document.getElementById('detractors').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.'; return; } var totalRespondents = promoters + passives + detractors; if (totalRespondents === 0) { resultDiv.innerHTML = 'Total respondents cannot be zero. Please enter at least one respondent.'; return; } var nps = ((promoters – detractors) / totalRespondents) * 100; resultDiv.innerHTML = 'Your Net Promoter Score (NPS): ' + nps.toFixed(2) + ''; }

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

NPS is based on a single question: "How likely are you to recommend [Company/Product/Service] to a friend or colleague?" Customers respond on a 0-10 scale, and their answers categorize them 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 factor into the score itself.

Formula: NPS = (% Promoters – % Detractors)

The score can range from -100 (if all customers are Detractors) to +100 (if all customers are Promoters).

Why NPS Matters

NPS is a powerful metric because it:

• Simplicity: Easy to understand and implement across an organization.
• Predictive Power: Correlates strongly with customer retention, repeat purchases, and referrals, all of which drive revenue growth.
• Actionable Insights: Helps identify areas for improvement by understanding the reasons behind Detractor and Passive scores, and leveraging Promoter feedback.
• Benchmarking: Allows companies to compare their performance against industry averages and competitors.

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, the interpretation often depends on your industry, as benchmarks vary significantly.

• -100 to 0: Indicates significant customer dissatisfaction and potential for negative growth.
• 0 to 20: Good, but there's room for improvement.
• 20 to 50: Very good, indicating a strong base of loyal customers.
• 50 to 100: Excellent, suggesting exceptional customer loyalty and strong growth potential.

Example Calculation

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

• Promoters: 60 customers (scored 9-10)
• Passives: 20 customers (scored 7-8)
• Detractors: 20 customers (scored 0-6)

Using the calculator above, you would input:

• Number of Promoters: 60
• Number of Passives: 20
• Number of Detractors: 20

The total number of respondents is 60 + 20 + 20 = 100.

Percentage of Promoters = (60 / 100) * 100 = 60%

Percentage of Detractors = (20 / 100) * 100 = 20%

NPS = 60% – 20% = 40

This score of 40 indicates a very good level of customer loyalty for this example company.