How to calculate net promoter score What is a net promoter score (nps) Nps is calculated by subtracting the percentage of customers who answer the nps question with a 6 or lower (known as ‘detractors’) from the percentage of customers who answer with a 9 or 10 (known as ‘promoters’).
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To calculate your net promoter score (nps)
Then calculate the percentage of promoters and detractors by dividing each count by the total number of responses and multiplying by 100
Nps = % promoters − % detractors. Learn what nps is, how to calculate it, and how to turn that score into actionable insights for improving the customer experience. Step 1 → count the responses from the surveys and add the number of responses in each score range Step 2 → segment all the collected responses into the three groups
Step 3 → calculate the nps by subtracting the percentage of detractors from the percentage of promoters. Net promoter score (nps) is a customer loyalty metric that measures how likely your customers are to recommend your product or service to others The nps formula is simple Subtract the percentage of detractors from promoters
For example, 45% promoters minus 15% detractors gives an nps of 30
This score (100 to 100) quickly shows customer sentiment, guiding efforts to boost loyalty Use nps survey questions to gather data. How likely is it you would recommend our company to a friend or colleague Privacy policy | net promoter® and nps® are registered trademarks of satmetrix systems, inc., bain & company and fred reichheld.
In this article, we’ll look into net promoter score, how to calculate, and how you can use it to drive business growth and success
