Calculating your NPS score is as simple as tallying up your responses and subtracting the percentage of detractors from the percentage of promoters. The score is a whole number that ranges from -100 to 100, and indicates customer happiness with your brand experience.
Use the calculator below to calculate your NPS from your survey responses.
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Add up the number of responses provided for each score.
Add up the total number of responses provided for each group.
Subtract the percentage of Detractors from the percentage of Promoters.
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 survey platform that updates your score in real-time as new customer feedback rolls in.
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.
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.
Calculating your score is just the first step. Delving into the open-ended qualitative feedback to understand how to improve your score is next.
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.
Net Promoter Score (or Net Promoter System) is a simple and proven methodology for measuring the customer experience in a way that has been known to correlate to customer churn or retention. For more information on what NPS is, check out our NPS guide.
NPS is comprised of a carefully crafted single question survey. Customers answer this question in two parts. The first part is a 0–10 numerical rating. This provides a standardized quantitative benchmark that can be tracked over time.
The second part is a free-form follow-up question. This is where the real power of NPS reveals itself. It allows the customer to provide context for their rating in their own words, free from any bias that targeted survey questions might impart.