ECOMMERCE & MARKETING – ECOMMERCE METRIC & UNIT ECONOMIC CALCULATOR
Net Promoter Score
A precise tool.
What is the Net Promoter Score & How does it work?
The Net Promoter Score (NPS) is a metric used to gauge the loyalty of customers towards a brand. It is calculated by asking customers how likely they are to recommend the product or service to others on a scale from 0 to 10.
Customers who rate their likelihood to recommend between 9 and 10 are considered promoters, those who score between 7 and 8 are passives, and those who score below 7 are detractors. The NPS is then calculated as the percentage of promoters minus the percentage of detractors.
Customers who rate their likelihood to recommend between 9 and 10 are considered promoters, those who score between 7 and 8 are passives, and those who score below 7 are detractors. The NPS is then calculated as the percentage of promoters minus the percentage of detractors.
NPS = frac{text{Number of Promoters} – text{Number of Detractors}}{text{Total Number of Respondents}} times 100
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Frequently Asked Questions
How do I calculate my NPS score?
To calculate your NPS, subtract the percentage of detractors (scores 0-6) from the percentage of promoters (scores 9-10).
What is a good NPS score?
A good NPS score varies by industry, but generally, scores above 50 are considered excellent, while scores between 0 and 49 indicate room for improvement.
How often should I calculate my NPS?
It’s recommended to calculate your NPS quarterly or bi-annually to track changes in customer loyalty over time.
What is the difference between promoters, passives, and detractors?
Promoters are customers who score 9-10, likely to recommend; passives score 7-8, neutral; and detractors score 0-6, unlikely to recommend.
How can I improve my NPS score?
To improve your NPS, focus on enhancing customer satisfaction by addressing issues that lead to low scores and engaging with customers who are likely to become promoters.
Can I use this tool for businesses of any size?
Yes, our NPS calculator is suitable for businesses of all sizes, from small startups to large enterprises.
What questions should I ask to calculate NPS?
You should ask customers a single question: ‘On a scale of 0 to 10, how likely are you to recommend our product/service to others?’
Results are for informational purposes only and do not constitute professional advice.