{"id":2404,"date":"2022-03-31T11:31:31","date_gmt":"2022-03-31T11:31:31","guid":{"rendered":"https:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/?p=2404"},"modified":"2025-04-15T08:32:30","modified_gmt":"2025-04-15T08:32:30","slug":"nps-calculation","status":"publish","type":"post","link":"https:\/\/refiner.io\/blog\/nps-calculation\/","title":{"rendered":"How to Calculate NPS (incl. NPS Formula for Excel)"},"content":{"rendered":"\n

In this guide, I’ll show you how to calculate Net Promoter Score (NPS.) I’ll also give you the exact formula to use (also to calculate NPS in Excel)<\/p>\n\n\n\n

So, let’s do it.<\/p>\n\n\n\n

But why care about calculating NPS in the first place?<\/h2>\n\n\n\n

NPS is beyond critical; that goes without saying. But there\u2019s also a fine line between focusing on improving the score just for the sake of getting a better result and actually driving your business forward. <\/p>\n\n\n\n

In this article, I\u2019ll show you how to do the latter – You\u2019ll learn the exact NPS formula to help you calculate your net promoter score and identify how well your SaaS is doing. But also, I\u2019ll show you how to use that score to improve the product and the business. <\/p>\n\n\n\n

What is the NPS formula and how to use it to calculate NPS <\/h2>\n\n\n\n

NPS (a brainchild of Fred Reichheld, a partner at Bain and co.) is the ultimate weapon for knowing how your customers feel about your product.<\/p>\n\n\n\n

It\u2019s a metric that allows you to figure out how many of your customers love your SaaS to a point of being willing to rave about it and how many would prefer to tell negative stories about you. <\/p>\n\n\n\n

Luckily, to calculate NPS, you don\u2019t need to be a data analyst. All you need is the formula. <\/p>\n\n\n\n

So let\u2019s start with the basics.<\/p>\n\n\n\n

NPS calculation formula & the math behind it<\/h3>\n\n\n\n

Let\u2019s first see what the formula for NPS is and then decipher the math behind it.<\/p>\n\n\n\n

Total % of promoters \u2013 Total % of detractors = NPS Score<\/em><\/p>\n\n\n

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\"NPS<\/figure><\/div>\n\n\n

Deciphering the math behind the NPS formula<\/h4>\n\n\n\n

Calculating the Net Promoter Score is a 6-step process.<\/p>\n\n\n\n

Step 1:<\/strong> Ask a question to the customers you\u2019re surveying. You can ask them a question like – On a scale of 1 to 10, how likely are you to recommend our app to others?<\/p>\n\n\n\n

Step 2:<\/strong> After getting the results, segregate customers into promoters, passives, and detractors.<\/p>\n\n\n\n

Step 3:<\/strong> Count the number of promoters by noting down how many customers gave you a rating of 9 or 10.<\/p>\n\n\n\n

Step 4: <\/strong>Count the number of detractors by noting down the number of customers who gave you a rating between 0 and 6. The rest are passives.<\/p>\n\n\n\n

Step 5: <\/strong>Calculate the percentage of promoters and detractors by dividing them by the total number of responses and multiplying it by 100.<\/p>\n\n\n\n

Step 6: <\/strong>The final step is subtracting the percentage of detractors from promoters to get NPS.<\/p>\n\n\n\n

You might be wondering who promoters, detractors, and passives are, right? Let me explain.<\/p>\n\n\n\n

Getting to know promoters, detractors, & passives <\/h3>\n\n\n\n

Promoters, detractors, and passives are the customers who respond to the NPS survey you run. They do this based on their experience with your product and brand.<\/p>\n\n\n\n