Net Promoter Score is a powerful measurement of customer satisfaction. This score has been shown to correlate with revenue growth, and can help you make predictions about the future of your business.
To calculate your NPS score, you’ll first need to collect responses. Your NPS score is based on responses to a simple question: “On a scale of 0 to 10, how likely is it that you would recommend our organization to a friend or colleague?” Tally up your responses. Then, you can use the NPS calculator below to calculate your Net Promoter Score.
Promoters (score 9-10) are your most loyal customers that love you and are more likely to turn more customers into Promoters.
Passives (score 7-8) are your satisfied but unenthusiastic customers who are vulnerable to leaving for another competitive brand.
Detractors (score 0-6) are your unhappy customers who can damage your brand and growth through negative word-of-mouth.
Calculate Your NPS
The NPS calculator will calculate your NPS score as an average. It automatically calculates your percent of detractors and percent of promoters, then subtracts the percent of detractors from promoters. This score can be anywhere between -100 to 100. To use the calculator, simply input the responses you tallied. Even though the percent of passives is not included in the score, it is still important to tally these, since it impacts the total number of responses you collected, and therefore affects the percentages calculated.
Additional Ways to Calculate Your NPS
The NPS calculator automatically calculates and averages the percent of detractors and promoters from your NPS survey. However, you can also do this calculation yourself, if you prefer.
Number of promoters (9-10) – Number of detractors (0-6)
What Does Your NPS Score Mean?
Once you have your NPS score, you probably have some questions; is your score good? What is the threshold for a “good” score? How do you know?
A “good” score is somewhat relative. If your score is negative, it means that you have more detractors than promoters, and this is generally not a good score. Any positive score means you have more promoters than detractors, and this is generally a good score. However, if your NPS score is 10, but most competitors in your industry have scores of 20 or higher, your NPS score isn’t competitive. By contrast, if your score is -10, but most competitors have scores of -20 or lower, this is a relatively good score.
What your NPS score means is ultimately dependent on what specific question you’re asking, or what problem you want to solve. To answer some of these questions, you’ll need to ask your customers follow-up questions. Your NPS score will give you a starting point, helping you know what specific questions to ask. Consider the following:
How to Use Your NPS Score
Once you have your NPS score, you may be wondering how to use it to the greatest effect. When you calculate your NPS score, you have an overall estimation of customer sentiment towards your business. This can help you decide what to do next.
Compare year over year
Your NPS score is a single number that’s easy to use as a benchmark, and compare year over year to see your progress.
Ask follow-up questions
You now know if your customers are generally happy, unhappy, or apathetic. Ask follow-up questions to learn more, so you can decide how to improve.
Your NPS score isn’t very useful unless you’re prepared to make changes to improve customer satisfaction and loyalty. See where you can make the most effective changes first, or start small and work your way up to bigger changes.
Communicate your changes
Let your customers know that you’ve been listening, and that you’ve made changes to improve their experience. This is an important part of closing the feedback loop.
You’re not going to turn all of your customers into promoters, and you’re not going to make notable differences overnight. Set realistic, but challenging goals using your NPS score as a benchmark.
Is My NPS Score Accurate?
If you’ve calculated your NPS score and you feel like it’s strangely high or low, consider the NPS survey that you used (of course, first double-check your numbers in the NPS calculator!). Some things can move your NPS score positive or negative, depending on who you survey and how.