NPS Calculator
Calculate Net Promoter Score to measure customer satisfaction and loyalty
Survey Response Data
Enter the number of survey responses for each score (0-10) based on the question:"How likely are you to recommend this product/service to others?"
NPS Analysis Results
NPS Score Interpretation
Example NPS Calculation
Survey Results Example
Calculation Steps
1. Promoters (scores 9-10): 12 + 15 = 27 responses
2. Passives (scores 7-8): 10 + 20 = 30 responses
3. Detractors (scores 0-6): 6 + 3 + 3 + 3 + 1 + 0 + 0 = 16 responses
4. Promoter %: 27/73 = 37.0%
5. Detractor %: 16/73 = 21.9%
6. NPS = 37.0% - 21.9% = 15.1
Customer Categories
Promoters (9-10)
Loyal customers who will recommend your product and drive growth
Passives (7-8)
Satisfied but not enthusiastic customers vulnerable to competition
Detractors (0-6)
Unhappy customers who may damage your brand through negative word-of-mouth
Industry Benchmarks
NPS Best Practices
Survey customers regularly to track trends
Follow up with detractors to understand issues
Compare scores to industry benchmarks
Focus on converting passives to promoters
Understanding Net Promoter Score (NPS)
What is NPS?
Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend your product or service to others. It's based on a simple survey question and provides valuable insights into customer satisfaction and business growth potential.
Why Use NPS?
- •Simple and easy to understand metric
- •Correlates with business growth
- •Enables benchmarking against competitors
- •Helps identify customer advocacy opportunities
How to Calculate NPS
Step 1: Survey Customers
Ask: "How likely are you to recommend us?" (0-10 scale)
Step 2: Categorize Responses
Group responses into Promoters, Passives, and Detractors
Step 3: Calculate Percentages
Calculate % of Promoters and % of Detractors
Step 4: Apply Formula
NPS = % Promoters - % Detractors
Improving Your NPS
Increase Promoters
Exceed customer expectations and create memorable experiences
Convert Passives
Add value and personalize experiences to create loyalty
Reduce Detractors
Address pain points and resolve customer issues quickly