Net Promoter Score (NPS) Survey, Question, Formula, Calculation and Example

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What is Net Promoter Score?

Ever saw a puppy or kitten video that you found so adorable that you just had to share it with your friends? What you experienced while watching that video was “delight,” which pushed you towards sharing. In other words, you are promoting that video. Now elevate this experience to a service or product provider. As a business, you would like to know how good or bad was the experience of a consumer, such that they would: Promote your brand, stay Passive, or even Detract from your brand.

But what if you had to measure such a response in the most scientific way? This is where we bring in the Net Promoter Score.

Net Promoter Score is a mathematical classification of a consumer’s brand loyalty. Usually measured within the scale of 1-10, it provides a simplified, yet highly effective vision of a provider’s brand popularity and share-ability amongst its consumers.

Net Promoter Score is a mathematical classification of a consumer’s brand loyalty. Usually measured within the scale of 1-10, it provides a simplified, yet highly effective vision of a provider’s brand popularity and shareability amongst its consumers.

What is Net Promoter Score Question?

Net Promoter Score(NPS) Question

The Net Promoter Score Question is an industry tested standard question which asks the user of a product/service the following:

Considering your complete experience with our company, how likely would you be to recommend us to a friend or colleague?

In most cases of the answer options are arranged horizontally on a scale from 0-10. Respondents are then measured based on 3 response categories where the score of Promoters is considered a good Net Promoter Score (9-10):

PROMOTERS
NPS-green
Respondents who gave a score of 9 or 10
PASSIVE
NPS-yellow
Respondents who gave a score of 7 or 8
DETRACTOR
NPS-red
Respondents who gave a score from 0 to 6

The Net Promoter Score Question is simple, but the responses collected to this one question could be critical to your organization’s growth strategy. This is especially the case when you are considering the future of your product/service and how it can grow “organically” through word-of-mouth.

In terms of financial decisions, responses to the Net Promoter Score Question can offer unique forecast into how much you may have to allocate towards paid outreach and advertisements based on the current state of organic growth.

How to calculate your Net Promoter Score?

Net Promoter Score Calculation is done using the Net Promoter Score Formula that calculates the overall Net Promoter Score by subtracting the percentage of Detractors from the percentage of Promoters.

Net Promoter Score Calculation with Formula
CompanyNPS
=
%PROMOTERS
-
%DETRACTORS
NPSPROMOTERS
Total responses - (Detractors + Passive)Total responses
NPSDETRACTORS
Total responses - (Promoters + Passive)Total responses
NPSPASSIVE
Total responses - (Promoters + Detractors)Total responses

As explained, Net Promoter Score calculation and formula is based on Promoters and Detractors calculation. NPS calculation for detractors is done with the formula as a percentage of respondents who gave 0 to 6 rating. Similarly, NPS calculation for promoters is done with the formula as a percentage of respondents who gave 9 and 10 ratings.

Net Promoter Score Example

Let's use a quick example to explain Net Promoter Score calculation using the formula!
Let's consider a scenario where a business which wants to calculate Net Promoter Score for product X amongst its 50 consumers.

Now let's say after the responses are collected, 25 of the respondents are Promoters, 15 are passive and 10 are detractors.

So based on the Net Promoter Score formula:

Promoters =
50 - (15 + 10)50
* 100 = 50%
Passive =
50 - (25 + 10)50
* 100 = 30%
Detractors =
50 - (25 + 15)50
* 100 = 20%

QuestionPro and Net Promoter Score (NPS)

While calculating Net Promoter Score manually is an option, the question arises – What do you do when you need to collect NPS responses from not 50, but 5000 or perhaps even more!

This is where QuestionPro and its advanced NPS measurement survey platform comes in. QuestionPro's Customer Experience (CX) platform offers a scientific and visually optimised way to measure and analyse NPS data for unlimited number of respondents!

Net Promoter Score (NPS) Survey

As we discussed above, it can be time, resource and cost consuming to calculate the Net Promoter Score manually for your respondents. The same applies to response collection mechanisms as well. Thankfully, one of the easiest and insightful ways to collect and analyse NPS results is through the Net Promoter Score (NPS) Survey.

QuestionPro CX allows you to create, send and analyse NPS surveys in a matter of minutes.

Here are some simple steps to launch your NPS survey using QuestionPro :

  1. Login to QuestionPro and create business data by including the main segment and child as per your requirement.

    Create Business Segment

  2. Go to Advanced Question types and add NPS Survey question from 40 already existing survey question types.

    NPS Survey question

  3. Before clicking on Send, you can customise the NPS Survey by adding logo, colour themes and several other branding and personalization options.
  4. You can add contacts either manually or import them in an excel file.
  5. Customize your email template before sending if you may please.

    Customize your email template

As your NPS survey respondents begin to submit their responses, the QuestionPro CX Dashboard updates your analysis reports, charts and trends in real-time!

NPS Meter

The QuestionPro NPS Meter provides a realtime and aggregate NPS value based on your survey response. Typically measured between -100 to +100, it provides a wide range for accurate NPS measurement.

NPS Meter

NPS Dashboard and Comparative NPS Survey Analysis

One of the key aspects of NPS measurement is to check how it is varying over time. This requires graphical analysis of the data collected using NPS survey, with time as a variable.

The QuestionPro NPS Survey Dashboard is the most advanced analytics platform for NPS measurement. It provides real-time and detailed NPS Value charts and graphs as they vary over time. It

NPS Dashboard

It also shows comparative NPS scoring and benchmarking based on geographical regions, products and services.

Heatmap will give you system generated comparative NPS scores of various touch points under consideration.

Heatmap Analysis

The Priority Matrix for Net Promoter Score (NPS) Survey Analysis will give you features that should be on your priority list to make improvements on the NPS Driver score scale. High Driver score and Low NPS score represents, high priority action items and High Driver score and High NPS score indicates that the touchpoint is stable and driving the business smoothly.

The Priority Matrix for Net Promoter Score

Promoter Amplification

QuestionPro Promoter Amplification is an automated mechanism in-built within the QuestionPro Customer Experience (CX) platform used for NPS surveys. On the basis of the response if a respondent is identified as a "Promoter", then a new link prompts them to share their feedback on social media channels.

Promoter Amplification Mobile

Detractor Recovery

QuestionPro Detractor Recovery is a comprehensive mechanism in our CX NPS survey platform that allows companies to automatically receive negative feedback and take automated actions. This can be configured and customized as per choice such as instant emails to detracting customers and automated ticket raising that alert their customer care team in real-time such that they can quickly connect with the customer to identify and resolve pain points.

DetractorRecoverydashboard_company