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

What is Net Promoter Score?

Ever saw a puppy video that you found so adorable that you just had to share it with your friends? Not a dog person? OK, kittens then! 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 (sharing) or 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.

The NPS is a scoring model developed by Bain & Co. consultant Frederick F. Reichheld. It asks respondents to respond on a 0 to 10 point rating scale question. The answer options are arranged horizontally. The scale is then divided into three sections:

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.

What is Net Promoter Score Question?

What is Net Promoter Score 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 from 0-10. Respondents are then measured based on 3 response categories:

  • Promoters – Respondents who gave a score as 9 or 10.
  • Passive – Respondents who gave a score as 7 or 8.
  • Detractor – 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.

What is the Net Promoter Score Formula for Calculation?

Calculating Net Promoter Score manually for small responses can be done with ease.

Net Promoter Score Formula for Promoters  =  
Total responses - (Detractors + Passive)Total responses
 *  100
Net Promoter Score Formula for Passive  =  
Total responses - (Promoters + Detractors)Total responses
 *  100
Net Promoter Score Formula for Detractors  =  
Total responses - (Promoters + Passive)Total responses
 *  100

Typical Net Promoter Score Example

Let's use a quick example to explain Net Promoter Score – how, when and why!
Let's take 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 formulae:

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!

QuestionPro 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

QuestionPro NPS Dashboard and Comparative NPS 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 with time as a variable.

The QuestionPro NPS 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.

NPS Dashboard

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

Promoter Amplification
QuestionPro Promoter Amplification is an automated mechanism in-built within the QuestionPro Customer Experience (CX) platform. 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 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.