How is the NPS calculated
The Net Promoter Score is calculated by subtracting the percentage of detractors from the percentage of promoters. The NPS is calculated as an absolute number (not a percentage) that goes from -100 to 100.
For example, if you have 70% promoters and 10% detractors, your NPS will be 60.
NPS = (%) Promoters - (%) Detractors
If you want to calculate your Net Promoter Score manually you can do it using the following formula:
Total promoters - Total detractors
Total responsesX 100
How to analyze your NPS
There is a general rule that an NPS above 0 is “good”, meaning that your audience is more loyal than not, above 30 “great” and above 70 “excellent”. But measuring your NPS isn’t that easy. A “good” score can vary depending on factors such as industry, geography, sample size and company size.
The most important thing is to use your first NPS as a baseline and focus on your customer’s feedback and improve your NPS over time.
How to improve your NPS
The first step to improving your NPS is to understand the main reasons detractors are having a bad experience with your brand, A simple way to do this is by adding an open-ended follow-up question after your NPS question asking the main reason why the user gave that score.
Acting on feedback is crucial to improving the NPS of a company.
Discover the most repeated pain points and track your NPS over time.
Track your NPS over time and measure your customer’s loyalty with our software.
Create my NPS survey
Create Net Promoter Score surveys in a few steps and share it with your users.
View NPS template
Try our NPS survey template. Navigate and answer as a user and see it in action.
Become a specialist
Visit this article from our blog to learn everything you need to know about NPS.