What is a Net Promoter Score (NPS) Calculator?
Net Promoter Score calculator collects feedback from your customers and generates a score that indicates customer satisfaction and loyalty. It is a measurement index ranging from 0-10 and helps organizations conclude how satisfied someone is with their brand and whether they would spread a word about it.
You can calculate Net Promoter Score based on the responses to a simple NPS question.
On a scale of 0-10, how likely are you to recommend our products and services to your friends and colleagues?
Net Promoter system tests if someone likes your brand, organization, products, or services to the extent that they will recommend it to their family, friends, and colleagues.
Irrespective of how big or small a business is or which sector the company is in, customer satisfaction and loyalty are important for your business growth. It is an acknowledgment from a customer that you are serving them well.
You can also use a ready-made Net Promoter Score survey template to collect customer feedback, opinion and experience data.
How does the Net Promoter Score Calculator work?
Customers are asked to rate their chances to recommend an organization or a business to their family, friends, or colleagues on a 0-10 point scale. The customer has to choose one number between 0-10 (where 0 is the lowest and 10 being the highest)
Based on the number chosen on the scale, the customer is classified as Detractors, Passives, and Promoters.
0-6 – Detractors (least likely to recommend your brand, might spread a negative word of mouth)
7-8 – Passives (May or may not recommend your brand, may even sway away to your competitors)
9-10 – Promoters (Loyal customers! They will recommend your brand for sure)
After data collection, connect with passives and detractors and learn more about their concerns. Identify areas that didn’t match their expectation. Act on customer feedback and close the loop. Conduct a Net Promoter survey again and compare the current score with the historical score. Analyze what actions improved the score and how you can amplify the impact.
Net Promoter Score Calculation Formula
Net Promoter Score Calculator Example
Nation wise NPS Calculation Example:
Let’s take an example – Company X wants to know about their customer experience and customer loyalty among North American and LATAM customers. They conduct Net Promoter Score surveys to a group of survey respondents in these regions.
They receive 5000 responses from customers in North America and 1000 responses from customers in South America.
Let’s break down these responses.
Net Promoter Score Formula
(Number of Promoters — Number of Detractors) / (Number of Respondents) x 100
You have received a total of 5000 responses from North American customers.
- 100 responses were in the 0–6 range (Detractors)
- 500 responses were in the 7–8 range (Passives)
- 4400 responses were in the 9–10 range (Promoters)
Using the NPS calculation formula: 4400-100/5000 *100= 86
Net Promoter Score is always shown as a whole number and never with decimal digits.
Alternatively, you can also first calculate the percentage of promoters and detractors. You can calculate the Net Promoter Score by subtracting the percentage of detractors from the percentage of promoters.
Suppose you have received a total of 1000 responses from LATAM customers.
- 400 responses were in the 0–6 range (Detractors)
- 100 responses were in the 7–8 range (Passives)
- 500 responses were in the 9–10 range (Promoters)
Using the NPS formula: 500-400/1000 *100= 10
The calculation above shows that the organization needs to analyze NPS data further and find out ways to improve customer journey.
Region-wise NPS Calculation Example
The same organization conducts Net Promoter Score surveys for a group of survey respondents in North America’s six regions.
Following were the NPS responses:
Region 1: 80
Region 2: 90
Region 3: 90
Region 4: 80
Region 5: 90
Region 6: 60
Clearly, region 6 needs improvement. The management team needs to introspect, analyze data and work sincerely to close the gap between customer expectations and their services.
City-wise NPS Calculation Example
Let’s assume that the same organization has 6 stores in the same city and they want to know the NPS score for all the stores, and they send out a survey to a group of respondents and following are the results obtained applying the NPS formula:
Store 1: 80
Store 2: 90
Store 3: 60
Store 4: 90
Store 5: 80
Since the NPS score for store 3 is 60, they will need to improve their customer experience and customer satisfaction to improve their NPS score.
Net Promoter Score (NPS) calculation can be implemented at various levels, as shown in the above examples.
Net Promoter Score calculation with QuestionPro
NPS data analysis is essential to improve customer experience and strengthen your brand. It requires a graphical representation of the statistical data. The insights can be collected using the 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.
Manual Net Promote Score calculation is an option that might work with a mere 100 responses, but automation will be required when there are around 5000 responses or more.
Using QuestionPro CX, you can compose, send, and analyze NPS surveys within minutes! All you need to do is log in to your QuestionPro CX account and select one of the 40+ survey questions and customize the questionnaire by adding your company logo and other details.
Add your contacts’ email addresses by either entering manually or importing them. Click on send or schedule the survey for a more suitable time. The QuestionPro CX dashboard will be refreshed as and when respondents take the survey.
Charts and reports are created to help you analyze the NPS results. Also, an NPS meter is provided on the dashboard that’ll show results on a -100 to +100 scale about what your customers think about your product in real-time.
With features like Promoter Amplification, promoters can share their response to social media. With the Detractor Recovery feature, an organization can automate customizable actions on receiving negative responses. QuestionPro CX makes sure your organization continually strives to be the best in the business.
Looking to deliver an exceptional customer experience with QuestionPro CX? Discover more about how to delight your customer at every touchpoint and turn them into brand advocates.
