Net Promoter Score (NPS) Calculator
Your NPS Score: 0
Total Respondents: 0
Promoters: 0%
Passives: 0%
Detractors: 0%
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 proxy for customer satisfaction and is a strong indicator of growth potential.
What is NPS?
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 scale of 0 to 10, where 0 is 'not at all likely' and 10 is 'extremely likely'. 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.
How is NPS Calculated?
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 itself.
NPS = (% Promoters) – (% Detractors)
The resulting score is always a whole number between -100 and +100.
Why is NPS Important?
NPS is a powerful metric because it:
- Simplicity: Easy to understand and implement 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 industry averages and competitors.
- Actionable Insights: Identifies areas for improvement by understanding the reasons behind Detractor scores and leveraging Promoter enthusiasm.
Interpreting Your NPS Score
While a "good" NPS score can vary by industry, here's a general guideline:
- Above 50: Generally considered excellent and world-class.
- Between 0 and 49: Considered good, but there's room for improvement.
- Below 0: Indicates that the number of detractors outweighs promoters, suggesting significant customer satisfaction issues.
The goal is not just to get a high score, but to understand the 'why' behind the score and take action to convert Passives into Promoters and address Detractor concerns.
How to Use This NPS Calculator
Our NPS calculator simplifies the process of determining your score. Simply input the number of responses you've 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 display your Net Promoter Score, along with the percentage breakdown of each customer segment and a category interpretation of your score. Use this information to track your customer loyalty over time and drive strategic improvements.
Example Calculation:
Let's say you surveyed 100 customers and received the following responses:
- 60 Promoters (score 9-10)
- 20 Passives (score 7-8)
- 20 Detractors (score 0-6)
Using the calculator:
- Total Respondents = 60 + 20 + 20 = 100
- % Promoters = (60 / 100) * 100 = 60%
- % Detractors = (20 / 100) * 100 = 20%
- NPS = 60% – 20% = 40
In this example, your NPS would be 40, which is generally considered a good score.