Process
How to calculate NPS in four steps
The Net Promoter Score calculation in four steps: collect 0 to 10 ratings, sort them into promoters (9 to 10), passives (7 to 8) and detractors (0 to 6), turn each group into a share of all responses, then subtract detractors from promoters. It is for anyone who needs to work out an NPS by hand or check a tool. Koji can ask the NPS question and then ask why.
Where this appears
What's in this process
- Collect responses: Ask how likely people are to recommend you, on a 0 to 10 scale.
- Sort into three groups: Promoters score 9 or 10, passives 7 or 8 and detractors 0 to 6.
- Turn each group into a percentage: Divide each group by all responses. Passives stay in the total.
- Subtract: Percentage of promoters minus percentage of detractors gives a score from -100 to +100.
Use this image
Free to use in your docs, decks and posts under CC BY 4.0, as long as you credit Koji with a link to this page. To embed it, paste this into your page:
html
<a href="https://www.koji.so/visuals/how-to-calculate-nps-four-steps"><img src="https://www.koji.so/visuals/how-to-calculate-nps-four-steps/how-to-calculate-nps-four-steps.png" alt="Process showing how to calculate Net Promoter Score: collect 0 to 10 ratings, sort promoters, passives and detractors, convert to percentages, subtract." width="1200" height="630" /></a>
<p>Source: <a href="https://www.koji.so/visuals/how-to-calculate-nps-four-steps">How to calculate NPS in four steps</a>, Koji</p>
