Survey Responses
NPS Results
Net Promoter Score is a globally recognized metric used to gauge customer loyalty and satisfaction. It relies on a simple yet powerful question: "On a scale of 0 to 10, how likely are you to recommend our business to a friend or colleague?" The answers allow you to categorize your customers and calculate an overall score that tracks your brand health.
How to Calculate NPS
The calculation is based entirely on the percentage of respondents falling into specific categories. You simply subtract the percentage of detractors from the percentage of promoters. The final result is expressed as a number ranging from negative 100 to positive 100.
Promoters (Score 9-10): Loyal enthusiasts who will keep buying and referring others.
Passives (Score 7-8): Satisfied but unenthusiastic customers who may switch to competitors.
Detractors (Score 0-6): Unhappy customers who can damage your brand through negative word of mouth.
Formula: NPS = Percentage of Promoters - Percentage of Detractors
For example, if you survey 100 people and get 60 promoters, 30 passives, and 10 detractors, your percentages are 60 percent promoters and 10 percent detractors. Subtracting 10 from 60 gives you a Net Promoter Score of 50.
How to Use This Tool
- Collect all the survey responses you received from your customers.
- Count how many people gave you a score of 9 or 10 and enter that number into the Promoters field.
- Count how many people gave you a score of 7 or 8 and enter that into the Passives field.
- Count the remaining responses that are 6 or below and enter that into the Detractors field.
- The calculator will instantly output your exact score and show where you stand on the industry benchmark scale.
Frequently Asked Questions
What is considered a good Net Promoter Score?
Any score above 0 is technically good because it means you have more promoters than detractors. Generally, a score between 0 and 30 is good, 30 to 70 is great, and anything above 70 is considered world-class excellence. Keep in mind that averages can vary significantly depending on your specific industry.
Why are passives ignored in the main formula?
Passives are essentially neutral. They are not highly loyal, but they are also not actively speaking poorly about your brand. By removing them from the direct subtraction, the formula highlights the emotional extremes of your customer base. However, passives are still counted in the total number of respondents, which dilutes the overall percentage of your promoters.
Can a Net Promoter Score be negative?
Yes, the scale goes all the way down to negative 100. If your score is negative, it means you have more unhappy customers actively warning people away from your business than you have happy customers promoting it. A negative score requires immediate attention to fix customer service or product issues.