NPS Calculator
Want to know how to calculate your NPS?
NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. It involves three steps – collecting responses, categorizing these responses, and calculating your NPS score.
[(% promoters -
% Detractors)
x total respondents]
x 100 = NPS
What is NPS?
Net Promoter Score (NPS) is used to gauge customer loyalty and satisfaction by asking your audience how likely they are to recommend your product/service to a friend or colleague on a scale of 0-10. Based on these responses, they can be categorized into three groups – Promoters (9-10), Passives (7-8) and Detractors (0-6).
The NPS is a standardized satisfaction rate used by businesses to determine customer satisfaction.
Measuring your NPS is vital to gain actionable feedback from your customers, and highlighting areas for improvement. The higher your NPS, the higher your customer satisfaction!
How to calculate NPS
Your NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. It involves three steps – collecting responses, categorizing these responses, and calculating your NPS score.
The formula for calculating NPS is:
[(% of Promoters – % of Detractors) Total Respondents] x 100
For example, if you survey 100 customers and receive 60 Promoters and 20 Detractors, your NPS would be:
(60 – 20) 100 x 100 = 40%
This indicates that your company has a more positive NPS.
Don’t forget to find what percentage of your respondents are promoters and detractors, as you must use the percentage, not the raw value! To do this, simply divide the number of people in the category by the total number of respondents.
In Excel and Google Sheets, follow these three steps to calculate your NPS:
Input the percentage of Promoters in cell A1
Input the percentage of Detractors in cell A2
In cell A3, input the formula (A1-A2)
Anything above 50 is considered a good NPS, and anything over 70 is considered excellent!
