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Net Promoter Score
AddMaple will automatically calculate the Net Promoter Score (NPS) for columns that meet these criteria:
- The column has been detected as a Numeric Opinion Scale
- The values are between 0 and 10
This calculation happens automatically for you and is available via the stats tab.
What is a net promoter score?
NPS is a widely used measure of customer loyalty and satisfaction. It is calculated by asking customers how likely they are to recommend your product or service on a scale of 0 to 10.
• Promoters (scores 9-10): These are your most satisfied and loyal customers who are likely to recommend your business.
• Passives (scores 7-8): These customers are satisfied but not enthusiastic enough to promote your business.
• Detractors (scores 0-6): These customers are unhappy and may harm your brand through negative word of mouth.
NPS Formula:
The percentage of Promoters minus the percentage of Detractors = Net Promoter Score
For example, if 60% of respondents are Promoters and 20% are Detractors, the NPS would be 40 (60% - 20%).
NPS scores range from -100 to +100, with higher scores indicating better customer loyalty and satisfaction.
Expand a numeric opinion scale column (pink) and then click the stats tab.
On the stats tab you will see the NPS calculation. Remember that this calculation will change depending on what filters you have applied.
To see a breakdown of the calculation hover over the (i) icon.
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