NPS Calculator and What It Means
One question, a slightly odd formula, and a number between minus 100 and 100.
NPS calculator
NPS = % promoters minus % detractors. Passives count in the total only.
NPS measures the relationship, CSAT measures the interaction. Run both: NPS quarterly, CSAT on ticket close.
Stop paying for duplicatesThe formula
NPS = percentage of promoters minus percentage of detractors.
Promoters score 9 to 10, passives 7 to 8, detractors 0 to 6. Passives count in the total but not in the calculation, which is why a room full of people who quite like you produces a score near zero.
How to use it without fooling yourself
NPS is a trend line, not a grade. The absolute number is heavily affected by industry, region and how you asked.
The value is in the follow-up question. "What is the main reason for your score?" is where the actual information lives, and support teams that read those answers weekly learn more than any dashboard tells them.
Frequently asked questions
What is a good NPS?+
Above zero means more promoters than detractors. Above 50 is really strong in most industries. Comparing across industries is close to meaningless.
How often should we run NPS?+
Quarterly for the relationship. Use CSAT after each ticket for the interaction. Running NPS after every ticket turns it into a slow, noisy CSAT.
Support quality shows up here
Being answered twice, differently, is exactly the kind of thing detractors mention in the comment box.
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