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January 2020
4 Min read

How to Calculate Net Promoter Score

Irina Yaroshenko

International Sales Manager +4314120126

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Introduction: The Role of NPS

For maintaining a stable course of development and be on the go with modern business trends, each company should be aware of target audience’s attitude to their services. Nowadays, researching customer satisfaction and loyalty level is not just an option — it’s rather a must.

This step has a great impact on the organization’s departments work separately and as a part of one mechanism. In simple words, if a visitor is ready to help your business prosper, you are moving on the right way.

What’s the role of these studies? They are a vivid sign of your ups and downs. In turn, they show which weak points your enterprise has or will have in the nearest time if no precaution measurements are taken.

Overall, net promoter score is that key parameter that helps finding out consumers’ attitude. One simple question allows you solving multiple issues: Are customers ready to present your company’s interests on the market and recommend your services elsewhere?

For information, this universal tool can be applied both in B2C and B2B marketing.

NPS under Microscope

Asking the necessary question is half the battle. The main thing is interpreting results in efficient way.

First of all, when asking this “recommendation” question, customers are to choose their willingness to do this action and measure it between 0 and 10. In this perspective, the bigger this number is, the more stable consumer’s desire to support your business is.

In this survey, respondents are divided into three categories: detractors, passives and promoters.

Under the first category, we mean people who vote within 0-6 and are more likely to provide negative feedback on your activities. Passives are usually average visitors who find your products fine but not the best in the field. They measure their desire to recommend your brand between 7 and 8. Finally, the last category of respondents is your keen supporters.

How Is Net Promoter Score (NPS) Calculated?

The formula for calculating net promoter score does not include complicated paradigms or graphics. Measured in percent, it is represented as comparison of promoters and detractors number. The difference received will show if your audience is contented with the offered scope of services.

If NPS net promoter score calculation provides your employees with a positive figure, then your company does pretty well.

  1. Even though employee net promoter score formula includes percent, the final number is not a percentage.


On the one hand, NPS is one of the simplest solutions when it comes to measuring customer satisfaction level. On the other hand, it’s also suggested that method’s results depend on too many factors and can’t offer high accuracy.

If you want to find out where the truth is, do not hesitate to contact our team with any questions or issues concerning this topic. Scheduling Worldwide marketing professionals will help you start your research and get an efficient motivation to develop and change for better. Looking forward to hearing from you soon!

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