Shout Surveys
Calculating your NPS score is essential to measuring customer loyalty. Luckily, we’ve made it as simple as possible with this NPS calculator.
Net Promoter Score (NPS) is the scale by which businesses measure customer loyalty to their brand, products, or services.
NPS surveys only require you to ask a single question:
How likely are you to recommend [Organization/ Product/ Service] to a friend or colleague?
Respondents select from a scale of 0 (Not at all likely) to 10 (Extremely likely), and are split into three categories based on their rating:
Promoters are your happiest customers, who act as advocates for your business.
Passives are fans of your business, but are not motivated to advocate for you.
Detractors are generally unhappy with their customer experience.
Identifying the number of customers in each group allows you to calculate your Net Promoter score.
NPS is calculated by subtracting your percentage of detractors from the percentage of promoters:
Promoters % – Detractors %
Then the final number you’re left with is your Net Promoter Score. This number isn’t expressed as a percentage.
For example:
32% (Promoters) – 11% (Detractors) = 21.
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