We've made it easy to figure your net promoter score.
To start, enter the total responses for each score in Step 1, or you can just enter the total promoters, passives, and detractors in Step 2.
For example, if you have the following list of NPS responses to the question “How likely is it that you would recommend our company / product / service to a friend or colleague?” with answers given on a 1-10 scale:
9, 7, 10, 3, 9, 8, 10, 2, 9, 10
You would take the number of promoters (9-10) and subtract the number of detractors (0-6):
6 - 2 = 4
Then divide by the total number of responses:
4 ÷ 10 = 0.4
Then multiply by 100:
0.4 x 100 = 40
There you have it. Your Net Promoter Score is 40.
Interpreting your net promoter score requires context. What makes a good score depends on your industry, your competitors, and your own track record. First of all, we recommend looking at your specific industry’s benchmarks. If your organization's net promoter scores are near those benchmarks then you're off to a good start. Next it’s worth doing competitive analysis by rating your scores alongside your closest competitors. Don’t forget to keep track of your score trends over time. A score of 20 might be great if you were at 0 last year, but if you’re trending down it's time to take action.
When you're ready to start collecting feedback so you can respond and improve your NPS, check out our award-winning customer feedback software.
Net Promoter Score is a great snapshot of customer satisfaction. It is incredibly useful for benchmarking the quality of your customers' experiences against competitors and your wider industry. It’s not the only feedback you should be gathering from your customers, but consider it delivers meaningful results to help you develop a more advanced customer success strategy. Ideally you should combine your NPS survey with strategic follow-up questions and actionable insights for your customer service teams. That way you can fix issues and create more advocates and promoters.
Although there's not a "one size fits all" answer to the common question “what is a good NPS Score," we've collected a number of resources to help you benchmark your organization's performance from 0 to 100. The first step is to automate customer feedback collection with beautiful, engaging customer surveys and followups that provide deeper contextual feedback.
Your NPS gives you the big picture about the customer journey from your customers' point of view. The customer journey is a collection of experiences that began with their first introduction to your brand and carried through every in-person or digital interaction afterwards. To make meaningful improvements, you'll have to understand the most impactful customer interactions. Perhaps your customer service call center is providing friction? The best place to start learning about this important topic is our blog post that explains six keys to improve customer experience.
We’re so glad you asked! Our latest benchmark study shows that "Brands that embrace a modern, advanced NPS process are more than twice as likely to achieve over 50% annual growth and net-negative churn.” Benchmarking NPS can help you drive your customer satisfaction strategy and maintain a competitive edge through customer loyalty and referrals.