Net Promoter Score (NPS) Calculator

Easily calculate your NPS and understand your customer loyalty.

Enter the number of promoters, passives, and detractors from your survey results to instantly calculate your Net Promoter Score (NPS).

NPS Calculator Examples

See how NPS is calculated in real-world scenarios.

SaaS Company Annual Survey

Basic

A SaaS company surveyed 200 customers. 120 are promoters, 50 are passives, and 30 are detractors.

Total Respondents: 200

Promoters (9-10): 120

Passives (7-8): 50

Detractors (0-6): 30

Retail Store Feedback

Basic

A retail store received 80 responses: 40 promoters, 20 passives, and 20 detractors.

Total Respondents: 80

Promoters (9-10): 40

Passives (7-8): 20

Detractors (0-6): 20

Mobile App User Survey

Basic

A mobile app asked 50 users for feedback: 20 promoters, 15 passives, and 15 detractors.

Total Respondents: 50

Promoters (9-10): 20

Passives (7-8): 15

Detractors (0-6): 15

B2B Service Provider

Basic

A B2B service provider surveyed 500 clients: 300 promoters, 120 passives, and 80 detractors.

Total Respondents: 500

Promoters (9-10): 300

Passives (7-8): 120

Detractors (0-6): 80

Other Titles
Understanding Net Promoter Score (NPS): A Comprehensive Guide
Master the essentials of NPS, its calculation, and its impact on your business.

What is Net Promoter Score (NPS)?

  • Definition of NPS
  • Why NPS Matters
  • NPS in Customer Experience
Net Promoter Score (NPS) is a widely used metric for measuring customer loyalty and satisfaction. It is based on a single question: 'How likely are you to recommend our company/product/service to a friend or colleague?'
NPS is a key indicator of business growth potential.

NPS in Action

  • A company with a high NPS is likely to have more loyal customers.
  • NPS is used by Fortune 500 companies to benchmark customer experience.

Step-by-Step Guide to Using the NPS Calculator

  • Collecting Survey Data
  • Entering Data into the Calculator
  • Interpreting Results
To use the NPS calculator, gather your survey results and enter the number of promoters, passives, and detractors. The calculator will instantly provide your NPS score and percentages.
Accurate data entry ensures reliable NPS results.

Step-by-Step Example

  • If you have 100 respondents: 60 promoters, 25 passives, 15 detractors.
  • NPS = ((60-15)/100)*100 = 45.

Real-World Applications of NPS

  • Benchmarking Customer Experience
  • Driving Business Improvements
  • Tracking Progress Over Time
NPS is used across industries to benchmark customer experience, identify areas for improvement, and track progress over time. It helps businesses prioritize customer-centric strategies.
NPS is a strategic tool for business growth.

Industry Use Cases

  • Retailers use NPS to improve customer service.
  • Tech companies use NPS to enhance product features.

Common Misconceptions and Correct Methods

  • Misinterpreting NPS Scores
  • Ignoring Passives
  • Overlooking Sample Size
A common mistake is to ignore passives or misinterpret what a 'good' NPS score is. Always consider industry benchmarks and sample size for accurate analysis.
Proper NPS analysis leads to better business decisions.

Misconceptions

  • A small sample size can skew NPS results.
  • Passives do not affect the NPS score but are important for context.

Mathematical Derivation and Examples

  • NPS Formula
  • Calculating Percentages
  • Sample Calculations
NPS = ((Number of Promoters - Number of Detractors) / Total Respondents) x 100. Promoter %, Passive %, and Detractor % are calculated by dividing each group by the total respondents and multiplying by 100.
NPS ranges from -100 to +100.

Mathematical Examples

  • If you have 40 promoters, 20 passives, 20 detractors out of 80: NPS = ((40-20)/80)*100 = 25.
  • Promoter % = (40/80)*100 = 50%.