Guide
Five NPS calculation mistakes to avoid
Five mistakes that make a Net Promoter Score wrong or misleading, from counting passives as promoters to reporting the score as a percentage and trusting a tiny sample. It is for product, CX and marketing teams who report NPS. Check your method against the list before you share a score. Koji asks the NPS question as a scale and follows up on the reason behind each answer.
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What's in this guide
- Counting passives as promoters: Scores of 7 and 8 are not added to the score. Treating them as positive inflates it.
- Reporting NPS as a percentage: It is a whole number from -100 to +100, not a percent.
- Trusting tiny samples: A handful of responses gives a volatile score. Wait until the percentages settle.
- Surveying only happy users: Emailing only recently active customers inflates NPS. Survey a representative cross-section.
- Stopping at the number: A score without the reason cannot drive a roadmap. Always capture the why.
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<p>Source: <a href="https://www.koji.so/visuals/nps-calculation-mistakes-to-avoid">Five NPS calculation mistakes to avoid</a>, Koji</p>
