Net Promoter Score Calculator

Enter the number of each score your received to calculate your brand's NPS

What is Net Promoter Score (NPS)?

Net Promoter Score (NPS) is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company.

This simple yet powerful score is calculated by asking your customers one similarly simple yet powerful question: “On a scale from 0 to 10, how likely are you to recommend our product/company to a friend or colleague?”

How NPS is measured

Segmentation

Detractors (score of 0 to 6, included) are unlikely to recommend a company or product to others. They probably also won’t stick around or repeat purchases, and could even actively discourage potential customers away from your business.

Passives (score of 7 or 8), as the name suggests, are passive about the brand. They are not actively recommending a brand, but are also unlikely to damage it with negative word of mouth. Although they are not included in the NPS calculation, passives are very close to being promoters, so it makes strategic sense to spend time investigating what to do to win them over.

Promoters (score of 9 and 10) are a company’s most enthusiastic and loyal customers. They are likely to act as brand ambassadors, enhance a brand’s online reputation, and increase referral flows. These all serve to fuel the company's growth.

These groupings are how NPS is typically looked at.

Method of calculation

For Fairing’s NPS Calculator, we use a 0-10 scale instead of the traditional 1-X. This aids in capturing the true midpoint. With 0-10, there's no need for additional data analysis to determine the midpoint.

NPS is calculated by subtracting the percentage of customers who answer the NPS question with a 6 or lower (known as ‘detractors’) from the percentage of customers who answer with a 9 or 10 (known as ‘promoters’).

This broader range helps mitigate measurement bias. On a narrow 3-point scale, many people tend to gravitate towards the middle response, even if their opinions vary widely. We want to give your customers room to express themselves authentically.

NPS data analysis is typically done by businesses to understand customer sentiment and loyalty towards their brand. As such, a general rule of thumb is that it should always be targeted at returning customers.

Aggregate Scores

Your aggregated scores are the key metric to look at when looking at your NPS. For many businesses, the NPS score is even used their north-star. This could be used to measure improvements in areas like word-of-mouth, something many used to consider unmeasurable.

Tracking your NPS score serves as an indicator for your business. It could be a signal to improve upon service, customer support, and so on, to improve factors like brand loyalty.

Conclusion

With Fairing and this calculator, you’ll be able to dig deeper into the numbers. Get qualitative insights from your post-purchase survey questions to gain an understanding of why your customers gave their scores. Use those insights to power your future campaigns.

At Fairing, we have features catered specifically to help your business break down your NPS scores. NPS Analytics is a key feature for quick and easy viewing, where the NPS score, detractor, passive, promoter numbers are displayed clearly in the analytics dashboard.

This ensures that your business can get your key numbers instantly. It also serves to make your NPS optimization process detailed and integrated.

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