1. What is Net Promoter Score?

The Net Promoter Score (NPS) is a customer loyalty and satisfaction metric ranging from -100 to 100. It measures the willingness of customers to recommend a company's products or services to others.

2. How Does NPS Calculation Work?

The calculator uses the NPS formula:

Where:

• \( \%Promoters \) — Percentage of customers who score 9-10 on likelihood to recommend
• \( \%Detractors \) — Percentage of customers who score 0-6 on likelihood to recommend

Explanation: Scores of 7-8 are considered "Passives" and don't directly affect the NPS calculation.

3. Importance of NPS

Details: NPS is widely used as a key performance indicator for customer experience programs and correlates with business growth. Higher scores indicate better customer loyalty.

4. Using the Calculator

Tips: Enter the percentage of Promoters and Detractors from your survey. Values must be between 0-100 and their sum cannot exceed 100%.

5. Frequently Asked Questions (FAQ)

Q1: What is a good NPS score?
A: Scores above 0 are good, above 50 are excellent, and above 70 are world-class. The average varies by industry.

Q2: How is NPS different from customer satisfaction?
A: NPS measures loyalty and likelihood to recommend, while satisfaction measures how happy customers are with your product/service.

Q3: How often should NPS be measured?
A: Most companies measure quarterly, though some do it monthly for more frequent feedback.

Q4: What's the difference between transactional and relational NPS?
A: Transactional measures specific interactions, while relational measures overall relationship with your brand.

Q5: Can NPS be negative?
A: Yes, if you have more Detractors than Promoters, your NPS will be negative (range is -100 to +100).