Calculate your NPS with our calculator
Would you like to calculate your Net Promoter Score® (NPS)? The calculation is very simple – just enter how often each rating was awarded.
1
2
3
4
5
6
8
10
0
What is the Net Promotor Score
The Net Promoter Score (NPS) is a key figure that measures customer satisfaction and loyalty.
It indicates how likely it is that customers would recommend a company or product to others.
The NPS is often used to measure customer loyalty and to analyze how well a company is received by its customers.
How do I calculate the Net Promotor Score?
Calculate the proportion of promoters, passives and detractors among all respondents:
Promoters (%) = (number of promoters / total number of respondents) * 100
Detractors (%) = (number of detractors / total number of respondents) * 100
Now subtract the percentage of detractors from the percentage of promoters:
NPS = Promoters (%) – Detractors (%)
Example:
Suppose you have conducted 100 customer surveys:
– 50 customers are promoters (50%).
– 30 customers are detractors (30%).
– 20 customers are passive
Calculation:
– Promoters (%) = 50%
– Detractors (%) = 30
NPS = 50 % – 30 % = 20
What is a good NPS score?
A good Net Promoter Score (NPS) can vary depending on the industry and market, but there are some general guidelines:
1. Negative NPS (< 0)
A negative NPS shows that there are more detractors than promoters. This is a warning signal and indicates that urgent improvements are needed.
2. Neutral NPS (0 to 20)
An NPS in this range is average. It shows that the company has some satisfied customers, but also some dissatisfied ones.
There is room for improvement to increase customer satisfaction and loyalty.
3. Good NPS (20 to 50)
An NPS in this range is considered good. It shows that the company has more satisfied than dissatisfied customers and is on the right track to meet customer expectations.
4. Very good NPS (50 to 70)
An NPS in this range is very good. It shows that the company has a strong base of promoters who are likely to recommend the company to others and ensure positive growth.
5. Excellent NPS (> 70)
An NPS above 70 is considered excellent. This shows that the vast majority of customers are very satisfied and would recommend the company to others. This is a sign of outstanding customer retention and loyalty.
Is the interpretation too time-consuming for you? Then we offer you a fully automated interpretation of your results with our AI analysis, including suitable recommendations for action. This saves you a lot of time and immediately provides you with the most important insights from your results.
Would you like to calculate the margin of error for your survey? Then simply use our margin of error calculator.
Would you like to know how large the sample size of your survey needs to be? Then use our sample calculator.