NPS Calculator
Add the no. of responses for each score
Detractors65
43
21
0
Add the no. of responses per category
0
The percentage difference between the promoters and the detractors is your NPS score.
- Promoters
total no. of promoters /
total no. of responses - -
- Detractors
total no. of detractors /
total no. of responses
Good
What Is Net Promoter Score (NPS)?
NPS is a measure of satisfaction and identifying a customer’s likelihood of recommending the product/service or the brand to their family and friends. NPS has evolved way beyond a score and is now implemented as an organization-wide system to drive customer-centricity.
How To Calculate?
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Think of this as a medical checkup for your business.
Know and grow your brand health with similar airtight performance indicators.
FAQs
Fred Reichheld, a partner at Bain & Company, created the NPS in 2003.
To calculate NPS, customers (through feedback mechanisms) are asked to rate the likelihood of them recommending the product/service to their family and friends on a scale of 0-10. Customers, based on the rating they provide, are classified into 3 categories – Promoters (9-10), Passives (7-8) & Detractors (0-6).
Passives are not taken into account while calculating NPS. However, Passives play a major role while calculating the % of Promoters and % of Detractors.
The NPS scale can range from -100 to +100 and can be individually calculated basis feedback captured at every touchpoint across the customer journey.
It assesses customer satisfaction and measures their loyalty levels quickly and diligently.
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