NPS Calculator and What It Means
One question, a slightly odd formula, and a number between minus 100 and 100. This NPS calculator does the arithmetic and the interpretation.
NPS calculator
NPS = % promoters minus % detractors. Passives count in the total only.
NPS measures the relationship, CSAT measures the interaction. Run both: NPS quarterly, CSAT on ticket close.
Remove 120 chances a month to answer twice, differently
Attickets a month, about 120 are the same person asking again, usually on another channel. Each one is a chance to give them a different answer.
What the NPS calculator does with your responses
NPS = percentage of promoters minus percentage of detractors.
Promoters score 9 to 10, passives 7 to 8, detractors 0 to 6. Passives count in the total but not in the calculation, which is why a room full of people who quite like you produces a score near zero.
How to use it without fooling yourself
NPS is a trend line, not a grade. The absolute number is heavily affected by industry, region and how you asked.
The value is in the follow-up question. "What's the main reason for your score?" is where the actual information lives, and support teams that read those answers weekly learn more than any dashboard tells them.
Frequently asked questions
How do you calculate NPS by hand?
Percentage of promoters minus percentage of detractors. That's all this net promoter score calculator does, and knowing how to calculate NPS yourself matters when somebody asks why passives seem to count for nothing.
How does this NPS calculator work?
Enter promoters, passives and detractors. The NPS calculator takes the percentage of promoters minus the percentage of detractors, and passives count in the total but not in the score.
What is a good NPS?
Above zero means more promoters than detractors. Above 50 is really strong in most industries. Comparing across industries is close to meaningless.
How often should we run NPS?
Quarterly for the relationship. Use CSAT after each ticket for the interaction. Running NPS after every ticket turns it into a slow, noisy CSAT.
Support quality shows up here
Being answered twice, differently, is exactly the kind of thing detractors mention in the comment box.
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