{"id":53839,"date":"2018-02-08T08:38:36","date_gmt":"2018-02-08T16:38:36","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=53839"},"modified":"2024-05-29T00:03:29","modified_gmt":"2024-05-29T07:03:29","slug":"net-promoter-score-calculation","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/net-promoter-score-calculation\/","title":{"rendered":"Net Promoter Score Calculator: Calculate your NPS"},"content":{"rendered":"

What is a Net Promoter Score (NPS) Calculator?<\/b><\/h2>\n

Net Promoter Score<\/span> calculator collects feedback from your customers and generates a score that indicates customer satisfaction<\/a> 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.\u00a0<\/span><\/p>\n

You can calculate Net Promoter Score<\/a> based on the responses to a simple NPS question.<\/span><\/p>\n

On a scale of 0-10, how likely are you to recommend our products and services to your friends and colleagues?<\/span><\/p>\n

LEARN ABOUT:<\/strong> Service Recovery<\/a><\/em>\"nps-question\"<\/span>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.<\/span><\/p>\n

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.<\/span><\/p>\n

You can also use a ready-made Net Promoter Score survey template<\/a> to collect customer feedback, opinion and experience data.<\/p>\n

How does the Net Promoter Score Calculator work?<\/b><\/p>\n

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)<\/span><\/p>\n

Based on the number chosen on the scale, the customer is classified as Detractors, Passives, and Promoters.\u00a0<\/span><\/p>\n

0-6 – Detractors<\/span><\/strong>\u00a0(least likely to recommend your brand, might spread a negative word of mouth)<\/span><\/p>\n

7-8 – Passives<\/span><\/strong>\u00a0(May or may not recommend your brand, may even sway away to your competitors)<\/span><\/p>\n

9-10 – Promoters<\/span><\/strong>\u00a0(Loyal customers! They will recommend your brand for sure)<\/span><\/p>\n

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.<\/span><\/p>\n

Net Promoter Score Calculation Formula<\/p>\n

\"NPS<\/p>\n

Net Promoter Score Calculator Example<\/b><\/h2>\n

Nation wise NPS Calculation Example:<\/b><\/h3>\n

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Let’s take an example – Company X wants to know about their customer experience and customer loyalty among North American and LATAM\u00a0 customers. They conduct Net Promoter Score surveys to a group of survey respondents in these regions.<\/p>\n

They receive 5000 responses from customers in North America and 1000 responses from customers in South America.<\/p>\n

Let’s break down these responses.
\n<\/b><\/p>\n

Net Promoter Score Formula<\/b><\/h3>\n

(Number of Promoters \u2014 Number of Detractors) \/ (Number of Respondents) x 100<\/strong><\/p>\n

You have received a total of 5000 responses from North American customers.<\/span><\/p>\n