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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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 5. 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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How can you improve your NPS?
Make wanting to Improve Net Promoter Scores 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 Scores 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.
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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.
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Improve Net Promoter Score results with The Voxco Guide to NPS
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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NPS Surveys - A glossary
How do we calculate NPS?
NPS is calculated as the difference between the % of detractors and promoters. It is represented as an absolute number, as you can see in the NPS Calculator at the top of this page.
For example – If you’ve got 20% detractors, 40% promoters and 40% passives, your NPS will be 20, which can be considered a good score, depending on the industry you are in.
Why is NPS important?
NPS Surveys can help you identify promoters and detractors easily. You can also query them about their pain points about your products or services.
Why is identifying your promoters and detractors important?
For starters, If you improve Net Promoter Score results by a single point, it can increase your total revenue by up to $1.1 billion! (You can see our NPS Guide for more details). Implementing NPS surveys at multiple touchpoints along your customer journey is going to get you actionable insights into improving your services or products.
It is also important for companies to know which customers are unhappy with their products or services in order to work toward making their experience better. Detractors can significantly damage a company’s brand image through bad word of mouth or a social media post warning consumers away from the brand. Hence, it is important to identify detractors, their problems, and the ways in which these can be improved or eliminated
How can you use your NPS Score?
Other than information to calculate a company’s NPS score, NPS surveys can also give information about why a company’s score is as low/high as it is. When an NPS survey has more than one question, it is to help identify the reasons for which the customer chose their respective scores. This way a company can identify why promoters love the company, why passives are indifferent toward it, and why detractors aren’t happy with it.
This information can help a company improve the experiences of detractors and passives by identifying their problem areas and improving on them to increase overall customer satisfaction and loyalty. This in turn will increase the company’s NPS score.
How to interpret an NPS Score?
An NPS score ranges between -100 and 100. These are the two ways in which an NPS score can be interpreted:
This method of interpretation states that any positive value is good as it reflects that the company has more promoters than detractors, and any negative value is bad as the company has more detractors than promoters.
This method uses industry benchmarks to decide whether a company’s NPS score is good or bad. Therefore, if a company’s score is relatively lower than the industry standard, then it is a bad score, but if the company’s score is relatively higher than the industry standard then it’s a good score.
Types of NPS Surveys
There are two main types of NPS surveys:
- Relationship NPS Surveys
These surveys are sent to customers routinely after specific time intervals. They measure customer loyalty as they keep a constant tab on a customer experience.
- Transactional NPS Surveys
These surveys are presented to customers after key interactions with the company. For example, right after a purchase or perhaps after a call with customer service. These surveys measure customer satisfaction more than loyalty.