How to Calculate your NPS® (Net Promoter Score)

Calculating your NPS score is as simple as tallying up your responses and subtracting the percentage of detractors from the percentage of promoters. For example, if 60% of respondents are promoters, 10% are detractors, and 30% are passives, your NPS would be 60-10=50.

The score is a whole number ranging from -100 to 100 and indicates happiness with brand experience. Use the calculator below to calculate your NPS from your survey responses.

NPS Calculator

Count the responses

Add up the number of responses provided for each score.

10

9

8

7

6

5

4

3

2

1

0

Group the responses

Add up the total number of responses provided for each group.

Total

Calculate your NPS

Subtract the percentage of Detractors from the percentage of Promoters.

Start over

0%

of total responses

−

0%

of total responses

=

NPS

0

This is your NPS

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Work out your NPS score manually

Number of promoters − Number of detractors

Number of responses

×

100

Promoters are the people who gave you a score of 9 or 10, while Detractors are people who rated you a 6 or lower.

To save time, use an NPS software that updates your score in real-time as new customer feedback rolls in.

Interpreting your NPS score

There are two major methods for understanding if you have a good or bad NPS score: absolute or relative. While the relative method contextualizes your score through industry NPS benchmarks, we recommend making your score an internal benchmark that you strive to perfect.

Absolute method

From an absolute perspective, any score below 0 implies that your customers are more likely to warn others away from you than recommend you. With this method, use your NPS score to set a customer experience baseline that you aim to improve.

Relative method

From a relative perspective, you can look at industry NPS benchmarks to understand how much of a brand differentiator your customer experience is. For context, most companies have scores around 31 to 50, but that can vary by industry.

Analyzing and acting on your NPS feedback

Calculating your score is just the first step. Delving into the open-ended qualitative feedback to understand how to improve your score is next.

Look for trends

The best NPS platforms help you surface and monitor trends from your open-ended feedback, so you can see if patterns emerge around your company’s strengths and weaknesses.

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Close the loop

When customers respond to your survey, acknowledge their feedback with a “Thank you” and next steps. Turn your promoters into advocates, and your detractors into fans.

Auditing your NPS program

Your NPS program should reflect the sentiment of your most important customers and grow with your business. If you’re not getting as much actionable feedback as you need, it’s time to perform a quarterly business review and iterate.

Get more responses

The impact of your NPS program relies on the quality of the feedback received. Capture critical feedback from the customers who drive your growth by testing personalized NPS survey questions for increased survey response rates.

Thumbs, CES, 5-star, NPS, CSAT, and Smileys icons

Expand your program

While NPS indicates overall customer loyalty (learn more in this NPS guide), other customer satisfaction metrics are tailored for specific parts of the customer experience, such as customer service, and can help improve your overall NPS score.

Gain deeper insights

NPS is just the beginning. Delighted provides ways to easily test various customer experience survey distribution channels, better understand customers via custom survey research, and grow into other survey types, such as Customer Satisfaction Score (CSAT) or Customer Effort Score (CES).

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