Convert NPS responses to scores

Net Promoter Score (NPS) responses are typically collected through a simple survey question, such as: “On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?” Based on the responses, you can categorize the respondents into three groups and calculate the score as follows:

1. Promoters (Score 9-10): These are customers who are very satisfied and likely to recommend your product/service.

2. Passives (Score 7-8): These are satisfied customers but are unlikely to promote or detract from your brand.

3. Detractors (Score 0-6): These are dissatisfied customers who are unlikely to recommend your product/service.

NPS Calculation:

To calculate the overall NPS score:

1. Percentage of Promoters = (Number of Promoters / Total Responses) × 100

2. Percentage of Detractors = (Number of Detractors / Total Responses) × 100

Then, NPS is calculated by subtracting the percentage of detractors from the percentage of promoters:

Example:

Let’s say you had 100 respondents with the following breakdown:

• 60 Promoters (score 9-10)

• 20 Passives (score 7-8)

• 20 Detractors (score 0-6)

You would calculate the percentages like this:

• Promoters: $frac{60}{100} times 100 = 60$

• Detractors: $frac{20}{100} times 100 = 20$

So, NPS = 60% – 20% = 40

The resulting score can range from -100 (if everyone is a detractor) to +100 (if everyone is a promoter).

Let me know if you need help calculating specific scores or examples!