Trying to understand how your NPS is calculated? Find a clear explanation and example in this article.
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How is NPS calculated?
Subtracting the percentage of Detractors from the percentage of Promoters will give you the NPS score for your business.
To work out your NPS score, subtract the percentage of detractors from the percentage of promoters.
Promoter % – Detractor % = NPS
As an example, if you had 100 responses with 85 Promoters (Promoters = 85%) and 15 Detractors (Detractors = 15%) this formula would become:
85 – 15 = An NPS of 70
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Rating Scales
Customer Radar offers a number of different rating scales, depending on what works best for your business.
Rating scale 0 - 10
- Promoters - 10 & 9
- Passives - 8 & 7
- Detractors - 6, 5, 4, 3, 2, 1 & 0
Rating scale 1 - 10
- Promoters - 10 & 9
- Passives - 8 & 7
- Detractors - 6, 5, 4, 3, 2 & 1
Rating scale 1 - 5
- Promoters - 5
- Passives - 4
- Detractors - 3, 2 & 1
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Frequently asked questions
Do passive feedback comments affect an NPS calculation?
Yes, NPS is calculated by taking the % of Promoter feedback - % of Detractor feedback. A piece of passive feedback that you have received from a customer means that of all your feedback, the percentage that is promoter feedback has now reduced and so your NPS will be reduced slightly.