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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.
NPS Calculations:
AddMaple automatically calculates the Net Promoter Score for you for questions with a 0 - 10 point scale
Background and method: Scroll down for how AddMaple helps calculate the NPS for you.
Net Promoter Score (NPS) is a widely-used metric designed to gauge customer loyalty and satisfaction by measuring how likely they are to recommend a product or service to others.
How is NPS calculated?
Respondents are asked a single question: “On a scale from 0 to 10, how likely are you to recommend [named product or service] to a friend or colleague?” Based on their selections of this 11-point scale, customers are grouped into three categories:
- Promoters (scores of 9 or 10): These are your most satisfied and loyal customers who are highly likely to recommend your business.
- Passives (scores of 7 or 8): While generally satisfied, these customers are not enthusiastic enough to actively promote your business.
- Detractors (scores 0–6): These customers are dissatisfied and may spread negative opinions about your brand.
The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, yielding a score between -100 and +100.
NPS Scores can be interpreted as follows:
- Below 0: Very poor, most customers are dissatisfied.
- 0 to 30: Poor, there’s room for improvement, as a relatively low percentage of customers are enthusiastic enough to recommend.
- 30 to 70: Good, this range generally reflects a healthy level of customer satisfaction and loyalty.
- Above 70: Very good, indicating a strong, loyal customer base that is highly likely to recommend your business.
How To Get Automated NPS Calculations in AddMaple
Tip: Check the NPS column 'type' first
Ensure that the NPS column is categorized as a pink Opinion Scale column type first. If the data wasn't detected correctly, use the pencil tool to correct it from the Chart Dashboard. You can follow this user guide to edit column types.
Expand a NPS column and then click the stats tab.
On the stats tab you will see the NPS calculation. Note that you don't need to group the responses into Promotor, Passives, Detractors in order for the calculations to take place. AddMaple does this for you. To see a breakdown of the calculation hover over the (i) icon.
How to see NPS calculations by segment:
AddMaple's NPS calculation will change depending on which filters you have applied. Which makes it easy to compare NPS calculations across segments, simply by applying a filter via the Options Menu, and selecting which segment(s) you'd like to look at. You could also compare how responses to questions impact NPS scores.
What is statistically correlated to the NPS categories?
AddMaple automates correlation analysis for you. To see which variables or questions are significantly related to the NPS categories to reveal patterns in between whether a respondent was a 'Promotor', Detractor', 'Passive' bucket, you can use the automated stats engine. You can also analyze the text column linked to this question, to find common themes belonging to each of these NPS categories.
For this, you will need to create three category buckets using the 'Segment and Merge' feature under Options. You will also need to analyze the text column into thematic categories. Once you've done this, you can pivot the thematic category columns with the NPS column you created to see the spread of themes by NPS category.
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