Unlock crucial insights into customer loyalty with our free NPS Calculator. Quickly determine your Net Promoter Score (NPS) by simply entering the number of promoters, passives, and detractors from your customer surveys. Understand customer sentiment and identify key areas for improvement to drive business growth and enhance satisfaction.
Formula:
The Net Promoter Score (NPS) is a widely used metric for measuring customer loyalty. It is calculated based on customer responses to the question: "How likely are you to recommend [Company/Product/Service] to a friend or colleague?" Customers are categorized into three groups:
- Promoters: Respond with a 9 or 10. These are loyal enthusiasts who will likely continue buying and refer others.
- Passives: Respond with a 7 or 8. They are satisfied but unenthusiastic customers vulnerable to competitive offerings.
- Detractors: Respond with a 0 to 6. These are unhappy customers who can damage your brand and impede growth.
The NPS is then calculated using the following formula:
NPS = ((Number of Promoters - Number of Detractors) / Total Number of Respondents) * 100
The score ranges from -100 to +100.