Your Net Promoter Score is the proportion of your promoters minus the proportion of your detractors in percent.
The NPS ranges between -100 (all are detractors) and +100 (all are promoters).
Most companies are happy with an NPS above 0%. Any positive NPS is good. An NPS of +50 is excellent.
Once you have your answers, add up “promoters,” “indifferents,” and “detractors.”
If you use a scale of 0–10, the answers should be classified as follows:
9–10: Promoters
7–8: Indifferent
0–6: Detractors
On a 7-point scale, the distribution is slightly different:
7: Promoters
5–6: Indifferent
1–4: Detractors
Next, you need to figure out what percentage of your customers each group represents.
this process completely or partially, but you can of course also calculate your NPS manually :
Export the answers from your questionnaire or survey into a table.
Divide participants into detractors, indifferents and promoters.
Add the number of answers in each case.
Divide the number of each group by the total number of survey respondents to get the respective percentage, or use a percentage calculator to make it easier.
Subtract the percentage of detractors from the percentage of promoters.
This is your NPS!
Alternatively, you can use the following equation:
(Promoters – Detractors) / (Survey participants) × 100
An example of NPS calculation:
100 people took part in the survey
10 people answered 0, 1, 2, 3, 4, 5 or 6
100/10 = 10% detractors
20 answered 7 or 8
100/20 = 20% indifferent
70 answered 9 or 10
100/70 = 70% promoters
Subtraction of detractors from promoters: 70% – 10% = 60%
The Net Promoter Score is always given as an integer and not as a percentage.
So your NPS is 60. Done!
Conclusion
The NPS or Net Promoter Score is of course not the one perfect metric that solves malaysia telegram data all problems. But it is a quick and easy way to draw more accurate conclusions about the development of sales figures and growth than conventional customer satisfaction surveys.
Have you ever determined your NPS? Why – or why not? Tell us in the comments!
Looking for a suitable survey tool? Check out Capterra's list of the best survey software .