NPS Score Calculator
Use this calculator to quickly determine your Net Promoter Score (NPS) based on the number of Promoters, Passives, and Detractors you've identified from your customer feedback.
Your NPS Score: N/A
Please enter the number of respondents to calculate the NPS.'; return; } npsScore = ((promoters – detractors) / totalRespondents) * 100; var resultColor = '#333'; // Default color if (npsScore >= 50) { resultColor = '#28a745'; // Green for excellent } else if (npsScore >= 0) { resultColor = '#ffc107'; // Yellow/Orange for good/acceptable } else { resultColor = '#dc3545'; // Red for needs improvement } document.getElementById('npsResult').innerHTML = 'Your NPS Score: ' + npsScore.toFixed(2) + '
' + 'Total Respondents: ' + totalRespondents + " + 'Promoters: ' + promoters + " + 'Passives: ' + passives + " + 'Detractors: ' + detractors + "; } .nps-calculator-container { font-family: 'Segoe UI', Tahoma, Geneva, Verdana, sans-serif; background-color: #f9f9f9; padding: 25px; border-radius: 10px; box-shadow: 0 4px 12px rgba(0, 0, 0, 0.1); max-width: 600px; margin: 30px auto; border: 1px solid #e0e0e0; } .nps-calculator-container h2 { color: #2c3e50; text-align: center; margin-bottom: 20px; font-size: 28px; } .nps-calculator-container p { color: #555; line-height: 1.6; margin-bottom: 15px; } .calculator-input-group { margin-bottom: 18px; } .calculator-input-group label { display: block; margin-bottom: 8px; color: #34495e; font-weight: bold; font-size: 16px; } .calculator-input-group input[type="number"] { width: calc(100% – 22px); padding: 12px; border: 1px solid #ccc; border-radius: 6px; font-size: 16px; box-sizing: border-box; transition: border-color 0.3s ease; } .calculator-input-group input[type="number"]:focus { border-color: #007bff; outline: none; box-shadow: 0 0 0 3px rgba(0, 123, 255, 0.25); } .nps-calculator-container button { display: block; width: 100%; padding: 14px; background-color: #007bff; color: white; border: none; border-radius: 6px; font-size: 18px; font-weight: bold; cursor: pointer; transition: background-color 0.3s ease, transform 0.2s ease; margin-top: 25px; } .nps-calculator-container button:hover { background-color: #0056b3; transform: translateY(-2px); } .calculator-result { margin-top: 30px; padding: 20px; background-color: #e9f7ef; border: 1px solid #d4edda; border-radius: 8px; text-align: center; font-size: 18px; color: #28a745; box-shadow: inset 0 1px 3px rgba(0,0,0,0.05); } .calculator-result h3 { color: #2c3e50; margin-top: 0; font-size: 24px; margin-bottom: 10px; } .calculator-result p { margin: 5px 0; color: #555; font-size: 16px; }Understanding Your Net Promoter Score (NPS)
The Net Promoter Score (NPS) is a widely used customer loyalty metric that measures the willingness of customers to recommend a company's products or services to others. It's a simple yet powerful indicator of customer satisfaction and potential for growth.
How is NPS 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 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 is calculated by subtracting the percentage of Detractors from the percentage of Promoters:
NPS = (% Promoters - % Detractors)
The score ranges from -100 (if all customers are Detractors) to +100 (if all customers are Promoters).
Why is NPS Important?
- Measures Customer Loyalty: It provides a clear, quantifiable measure of how loyal your customers are.
- Predicts Growth: Companies with higher NPS scores often experience faster growth rates.
- Identifies Areas for Improvement: By understanding why customers are Detractors or Passives, businesses can pinpoint specific issues to address.
- Benchmarking: NPS allows you to compare your performance against competitors and industry averages.
- Simplicity: Its straightforward nature makes it easy to understand and communicate across an organization.
Interpreting Your NPS Score
While a "good" NPS can vary by industry, here's a general guideline:
- Excellent: +50 to +100
- Good: +0 to +49
- Needs Improvement: -100 to -1
The goal is not just to get a high score, but to understand the reasons behind it. Engage with your Promoters to leverage their advocacy, and actively work to convert Passives and Detractors into loyal customers.
How to Use the Calculator
Simply input the number of Promoters, Passives, and Detractors you've collected from your customer surveys into the respective fields. Click "Calculate NPS," and the tool will instantly provide your Net Promoter Score, along with a breakdown of your customer segments. This allows for quick analysis and tracking of your customer loyalty over time.