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Customer Experience

How To Calculate the Net Promoter Score [The NPS Calculation & Formula]

How To Calculate the Net Promoter Score [The NPS Calculation & Formula]

The Net Promoter Score (NPS) is the proven metric that helps you to determine the loyalty of a firm's customer relationships. It ranges from -100 to 100 and measures the willingness of customers to recommend a company, it's products or services to others. Thus, the Net Promoter Score Survey Software enables you to benchmark the satisfaction level of your customers and predict their purchase and referral behavior.

With Zonka Feedback, you can simply use a Net Promoter Score Survey templates to conduct an NPS survey. This can be a simple Net Promoter Score Survey with the NPS question or NPS Survey with follow up questions like comments and reason for the score where customers can fill out free-text. Based on the results we calculate the Net Promoter Score.

Net Promoter Score Scale

The Net Promoter Score comes from the simple NPS question -"How likely would you be to recommend our products/services to a friend?" Customers range their willingness of recommendation on the scale of 0-10. Based on their responses, customers will be segregated into three categories.

  • Promoters - 9-10 Score
  • Detractors - 0-6 Score
  • Passives - 7-8 Score

Classification of Respondents

NPS Respondents Classification

  1. Promoters: They are those customers who range their willingness of recommendation to 9 or 10 and very satisfied with the kind of customer experience you are offering them. They are the repeat buyers, who recommend you as a brand and your product/service to other potential buyers.
  2. Detractors: They are those customers who range their willingness of recommendation from 0 to 6 and considered to be very unsatisfied. They are less likely to remain for long and denied to recommend you as a brand and your product/service to other potential buyers.
  3. Passives: They are those customers whose behavior falls between promoters and detractors. They range their willingness of recommendation to 7 or 8 and moderately satisfied with the kind of customer experience you are offering them. These kinds of customers never spread any negative word-of-mouth, but are not enthusiastic enough to promote your product/service.

Learn How to Convert your Detractors into Promoters

Net Promoter Score Formula

To calculate the Net Promoter Score, we use a simple NPS formula where we subtract the total percentage of Detractors from the percentage of Promoters to determine your overall Net Promoter Score. This number can range from -100 to 100.

Net Promoter Score Scale & Calculation

How to Calculate the Net Promoter Score?

There's only one standard (and right) formula to calculate the Net Promoter Score, as laid out by Bain & Co. Based on how you conduct the NPS Survey, you can use various methods to derive to the Net Promoter Score. Let's explore them below. 

3 Methods to Calculate the Net Promoter Score  

  1. Calculate Net Promoter Score using Excel
  2. Calculate NPS using Online Calculator
  3. Calculate Net Promoter Score using NPS Survey Tool 


How to Calculate Net Promoter Score in Excel?

Say, you've sent NPS Survey with the NPS questions and you've received 200 responses from your customers. To calculate Net Promoter Score in Excel follow the below steps:

Step 1 - Enter all of the survey responses into an Excel spreadsheet.

Step 2 - Based on their scale of willingness, segregate the responses into three categories. Promoters (9-10), Detractors (0-6), and Passives(7-8).

Step 3 - Now add up the total responses from each group and get the percentage by dividing total number of group from total number of survey responses.

Step 4 - Now, get your NPS score by subtracting the percentage total of Detractors from the percentage total of Promoters.

For Instance: Say if you received 200 responses to your NPS survey:

  • 20 responses were in the 0–6 range (Detractors)
  • 140 responses were in the 9–10 range (Promoters)
  • 40 responses were in the 7–8 range (Passives)

When you calculate the percentages for each group, you get 10%, 70%, and 20% respectively.

Net Promoter Score = % of Promoters - % of Detractors

NPS = 70% - 10% = 60

So, Your Net Promoter Score is 60

Note - Net Promoter Score is always shown as just an integer and not a percentage.

Also Learn: How, When and Where to Collect Net Promoter Score Surveys

How to Calculate NPS using Online Calculator?

Calculating the Net Promoter Score is very easy by summing up all the responses and then subtracting the percentage of detractors (those who rated between 0-6) from the percentage of promoters (those who rated 9-10). The Net Promoter Score ranges from +100 to -100 and is a metric that tells you about the loyalty of your customers or employees. Use the free online NPS Calculator to know the Net Promoter Score.

How to Calculate Net Promoter Score using NPS Survey Tool?

An ideal way to measure Net Promoter Score is to use a NPS Survey App. With the help of a Net Promoter Score Survey Tool, you can take NPS surveys across various platforms like on premises using tablets, iPads and kiosks, or send email and SMS surveys with NPS question or embed NPS Surveys on your website. These NPS Survey Tools also enable you to view scores and feedback responses in real-time to identify your detractors and take action.

Conclusion

The Net Promoter Score gives you not only a number, but an opportunity to improve your business along with the customer experience.  Thus, Net Promoter Score provides you with the privilege to focus on the ‘Why’ behind the ‘What’ for both promoters and detractors to augment the health of your customer experience. You can also create your customized Net Promoter Score report for different team members and share them to inspire action.

Ready to get started? We’ve got FREE Net Promoter Score Calculator (in excel) for you.

Download Free Net Promoter Score Calculator on Excel by Zonka Feedback

Published on Oct 07, 2019. Updated on May 15, 2020.

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