We would like to report on our Net Promoter Score ( NPS)
It would be great if this could be added as a report in FD Analytics.
Look forward to hearing from others in the forum on this topic.
Some details of NPS for those who are unfamiliar with this. ( courtesy Survey Monkey).
Let’s say you’ve sent out an online poll with the NPS question and the 0-10 scale, and you’ve received 100 responses from customers. What do you do with the results? Is it as simple as averaging the responses? Well, not quite. But it’s almost that easy.
The NPS system gives you a percentage, based on the classification that respondents fall into—from Detractors to Promoters. So to calculate the percentage, follow these steps:
- Enter all of the survey responses into an Excel spreadsheet
- Now, break down the responses by Detractors, Passives, and Promoters
- Add up the total responses from each group
- To get the percentage, take the group total and divide it by the total number of survey responses
- Now, subtract the percentage total of Detractors from the percentage total of Promoters—this is your NPS score
Net Promoter Score (NPS) formula
(Number of Promoters — Number of Detractors) / (Number of Respondents) x 100
NPS calculation example
Example: If you received 100 responses to your survey:
- 10 responses were in the 0–6 range (Detractors)
- 20 responses were in the 7–8 range (Passives)
- 70 responses were in the 9–10 range (Promoters)
When you calculate the percentages for each group, you get 10%, 20%, and 70% respectively.
To finish up, subtract 10% (Detractors) from 70% (Promoters), which equals 60%. Since an example Net Promoter Score is always shown as just an integer and not a percentage, your NPS is simply 60. (And yes, you can have a negative NPS, as your score can range from -100 to +100.)
