Net Promoter Score (NPS) Calculator

How to calculate Net Promoter Score?

The Net Promoter Score (NPS) is a powerful metric that measures the difference between your most loyal, enthusiastic customers and your least happy ones. By focusing on these two extremes, businesses can gain a clear understanding of their overall brand health and customer advocacy.

NPS = % Promoters - % Detractors

Using the NPS calculator: an example

Imagine you conducted a survey and received responses from 100 customers. Out of these, 70 are Promoters (gave a score of 9-10), 20 are Passives (gave a score of 7-8), and 10 are Detractors (gave a score of 0-6).

Step-by-step calculation:

1. Calculate the total number of respondents (70 + 20 + 10 = 100).
2. Determine the percentage of Promoters (70%) and Detractors (10%).
3. Subtract the Detractor percentage from the Promoter percentage (70 - 10) to arrive at an NPS of 60.

Frequently Asked Questions

What is a good NPS score?

While a score above 0 is generally considered positive, an NPS above 50 is excellent, and 70 or higher is world-class. However, the most important benchmark is your performance relative to direct competitors in your specific industry.

Why are Passives excluded from the final calculation?

Passives are considered neutral. They are satisfied enough not to complain but aren't loyal enough to actively promote your brand. By excluding them from the numerator, the formula focuses strictly on those who positively or negatively impact growth.

How often should I measure NPS?

For a broad view (Relational NPS), measuring quarterly or bi-annually is standard. For immediate feedback (Transactional NPS), you should measure right after key customer milestones like a purchase or a resolved support case.