How to calculate NPS

• Carry out a survey of your existing customers, asking them to rate your product out of 10.
• Split them up into three groups, depending on where they fall on the scale.
• Detractors: Scoring 1–6, these customers either actively dislike or have some significant issues with your product, and they will probably tell others to avoid it.
• Passives: Scoring 7–8, these customers think your product is alright and continue to use it, but they would easily switch to an alternative that better solves their problem.
• Promoters: the holy grail of customers. Scoring 9–10, these customers are loyal and would probably recommend your product to others.
• Calculate your score by subtracting the percentage of detractors from the number of promoters.
• NPS is expressed as an absolute number between -100 and 100. For example, 20% detractors and 25% promoters leaves you with an NPS of 5.
• An NPS above 0 is generally considered a “good” NPS score.

Promoters are long-term customers, but they’re much more than that. You can rely on promoters for word-of-mouth marketing. They’ll be the ones most likely to tell their friends and family about your product and recommend it to them.

They’re also very useful for your marketi...