NPS® Calculator: Improve Net Promoter Score®

Identifying promoters and detractors has never been so easy! Voxco’s best-in-class solutions help you gather feedback from customers continually to understand their pain points with your product or service. Get ready to deliver a personalized and unique customer experience for increased customer satisfaction and loyalty! All you need to do is find your Net Promoter Score® (NPS) by using our free NPS Calculator. Start by filling in the number of times you received a particular score in the boxes given below.

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See how you stack up against industry competition!

We aggregate anonymous data to help you understand where you stand with respect to industry competition.

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  • Gain insights into respondent pain points online, via telephone or face-to-face
  • Track NPS® scores along your customer journey – measure improvement over time
  • Understand what makes your customer tick

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How does this NPS® calculator work?

With our easy-to-use tool, you need only enter your detractors, promoters, and passives to get your overall Net Promoter Score®. The NPS® calculator subtracts the percentage of your detractors from the percentage of promoters, the resulting value being your Net Promoter Score®.

This calculator can help you classify your survey respondents into detractors, promoters, and passives.

    • Promoters are those who have left a rating between 9 and 10. They can be counted on to be advocates for your brand.
    • Passives are those who have left a rating between 7 and 8. 
    • Detractors are respondents who have left a rating between 0 and 6. They are likely to discourage friends, colleagues and family from engaging with your brand. Their feedback should be carefully considered, as it can help identify issues in your offerings, your services and in your customer journey. 

Once the NPS® calculator has generated your result, you may then use the drop down menu marked “select industry” and select the vertical your business operates in to get the average NPS® score of your industry competition. This can help you benchmark your business against the competition, and let you know where you stand. You must also use this calculator once you have made changes to your products, services, or brand messaging to gauge how customers are responding.

Net Promoter Score® is an effective measure for identifying changes in customer preferences and can help identify causes for customer churn. NPS® survey data can vary with where it has been implemented. Typically it is deployed:

    • After a customer interacts with your customer service
    • After a transaction
    • On your brand’s social media
    •  On your brand’s website, after the customer has navigated for a while 

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Take a look at the survey templates below to see how Voxco surveys look on any device. See all possible question types on Voxco.

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How can you improve your NPS® ?

Make wanting to Improve Net Promoter Score® your company's goal

Let every level of your organization know about NPS® for your company through missives. Incentivizing your employees on the basis of achieving certain NPS® targets can be useful, too.

Conduct NPS® surveys after structural changes

Major changes, sometimes even minor ones come with major side effects. You can preempt a negative reaction to changes by conducting online surveys across multiple touchpoints with your customers (and even employees!). 
This will help customers feel their word has value for your brand, and help you improve Net Promoter Score® overall.

Engage your detractors, not shun them!

Customer (or employee) feedback can often be unkind. You need to approach your detractors after making changes based on their feedback to let them know that their voice is being hear. This will improve Net Promoter Score® results in future, and embed a positive brand image in your respondents’ psyche. 

Conduct NPS® relationship surveys

NPS® relationship surveys are NPS® surveys that are sent to customers on an interval basis. You can choose an interval depending on what is suited for your business, whether that’s half yearly or quarterly, for example. Taking NPS® surveys continually is important to make sure that customers are always satisfied. A lot of things can alter an NPS® score, such as a larger customer base or due to losing customers to competitors. As the business environment changes, so will the company’s NPS® score. Hence, it is important to repetitively send NPS® surveys to keep a tab on the effects of these changes on the company’s score.

Free Customer Experience Kit

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What is Net Promoter Score® (NPS®)?

NPS is one of the most widely used metrics that help to identify if your customers are promoters or detractors. It involves asking 2 questions to a customer

  • “How likely are you to recommend us to a friend or colleague?” 
    Respondents can choose the answer to this question from an 11 point scale, ranging from “Extremely unlikely” to “Extremely likely”
  • “Why did you give us that score”.
    This question is optional, but it is highly recommended that you include it in your NPS surveys.
    It can be a valuable source of insights into what is frustrating or delighting the customer at that the touchpoint where the survey is installed. 

Improve Net Promoter Score® results with The Voxco Guide to NPS®

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Customer loyalty plays a significant role in business performance. By measuring and working to improve Net Promoter Score® (NPS®) at every touchpoint, Voxco’s best-in-class survey solutions enable you to seamlessly transform feedback into growth. Build experiences that increase promoters, retain passives, and reduce detractors for your business.

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Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.