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.
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 software 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.
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.
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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