What's New? Custom Calculators
Net Promoter Score is calculated by subtracting your percentage of detractors from your percentage of promoters. The NPS formula is as follows: NPS = (% Promoters) – (% Detractors).
FEATURES FOR CALCULATING NPS
Calculate your NPS with Shout
Automate NPS calculation, segment customers by feedback, and increase customer loyalty.
One-click NPS question
Simply add our pre-built NPS question to your survey and start measuring customer loyalty today.
Automate NPS calculation
We’ll calculate your Net Promoter Score automatically and categorize responses into Promoters, Passives, and Detractors.
Segment your advocates
Segment your CRM contacts and survey results by NPS responses to identify your most loyal customers.
Brand surveys & emails
Add your logo, customize designs, and enable white labelling to remove all Shout branding from surveys and emails.
Collect consent to follow up
Collect and record explicit consent from contacts to follow up with more surveys and collect additional feedback.
Collect reviews and testimonials from your promoters in the app or redirect them to review sites like G2 and Capterra upon completion.
NPS Calculator FAQs
Everything you need to know about Net Promoter Score and how to calculate NPS.
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 (9-10): These are your happiest customers, who act as advocates for your business.
Passives (7-8): These are fans of your business but aren’t yet motivated to advocate for you.
Detractors (0-6): These customers are generally unhappy with your business due to poor customer experiences.
Identifying the percentage of customers in each category allows you to calculate your Net Promoter Score.
NPS can range from -100 to +100, with a higher score indicating a more positive perception of your brand.
Anything between 0-20 is good, 21-50 is very good, 51-80 is excellent, and above 80 is word class!
To increase your NPS, you’ll need to identify what frictions are impacting customer experiences. Running an NPS survey that also collect open feedback about why customers choose their score is by far the most efficient way to do this.
You should also open a line of communication with your Detractors to resolve any existing issues and ask for any other feedback they may have about your product or service.
Then run another NPS survey after about 6 months to measure the success of the changes you made. This should result in a higher Net Promoter Score for your business.