How to know if your clients would recommend your product or service? With this helpful tool you will be able to calculate the Net Promoter Score and measure customer satisfaction.
An NPS survey is, without a doubt, the easiest way to evaluate the loyalty and satisfaction of your customers. By just asking the right questions you can know the satisfaction of your base customers with respect to your product or service and identify what you can improve in order to retain more customers and attract new ones. The Net Promoter Score (NPS) is the index that is calculated on the basis of the following query :
From a scale of 0 to 10, what is the probability that you would recommend our product/ service to a friend or acquaintance?
With this, and thanks to the Net Promoter Score (NPS) calculator that we have designed you will be able to know how many clients recommend your product or service to their friends and family or other acquaintances and how many would not recommend due to a lack of satisfaction with the choice. The calculator is an online tool, extremely intuitive in design and easy to use that will allow you to, amongst other things :
- Verify what your clients think of your product or service
- Measure the performance of your company
- Identify opportunities to enhance your customer satisfaction
- Compare your NPS with competitors or references in customer service and satisfaction.
What is NPS and how do you calculate NPS?
The Net Promoter Score (NPS) could be translated as a “Net Promoter Indicator” – it is also in some ways a customer satisfaction survey that is based on the question of “what probability is there that the subject recommends our product to a friend or acquaintance” accompanied by a numerical rating from 0 to 10.
Once you have the results of the replies to the survey, the NPS is a simple calculation. Firstly, classify the clients into 3 distinct categories:
- Promoters : clients that have replied 9 or 10
- Passives : clients that have replied 7 or 8.
- Detractors : clients that have replied from 0 to 6
To obtain the NPS we then calculate the percentage of Promoters minus the percentage of Detractors. We thus apply the following formula :
NPS Formula = (Promoters / n) – (Detractors /n)
Where n is the number of clients that responded to the survey (in other terms, the sum of Promoters, Passives and Detractors).
How to interpret the results of an NPS
The results of the formula we outlined above can vary from -100% to +100%. As such the central value is zero. An NPS above zero is said to be favorable and an NPS below zero is said to be unfavorable. With this in mind, you should know that for the most part marketeers considered results positive if they are between 30% and 60%.
How to use the online calculator of an NPS
With this NPS simulator you will be able to calculate the customer satisfaction rate from the total number of Promoters, Passives and Detractors that have evaluated your product or service. It works similarly to the eNPS calculator.
You simply have to introduce the quantity of people that have replied to each of the answers and hit the “Calculate” button. You will automatically see the NPS percentage of your company according to each of the three classification groups.