How do you calculate Net Promoter Score (NPS)?

Net Promoter Score (NPS) is simple to calculate.

 

First we ask your members to rate how likely is it that you (the member) would recommend the credit union to a friend, family member or colleague?  

 

You then take these member responses and group them into three categories:

• Promoters (9 or 10 rating) - These are the members that will enthusiastically recommend the credit union (and often already have.) Promoters tend to use more products and services, have higher balances and actually refer more than your average members.
• Passives (7 or 8 rating) - These are members that like the credit union. They're just not as enthusiastic as your Promoters. 
• Detractors (6 or below rating) - These are members that feel neither strongly for/nor against recommending the credit union, as well as those that definitely would not recommend. Detractors tend to use fewer products and services, have lower balances and typically do not refer OR may be actively telling people not to join the credit union.

To calculate the Net Promoter score, you take the % of responses from Promoters minus the % of responses from Detractors. 

NPS = (Percentage of Promoters) - (Percentage of Detractors)

 

For example, let's say you received 100 total responses. 75 of these responses are from Promoters, 15 are from Passives and 10 are from Detractors. Here's how you would calculate NPS:

• 75 Promoters/100 total surveys = 75% Promoters
• minus
• 10 Detractors/100 total surveys = 10% Detractors
• =
• 65 Net Promoter Score

Also, here's a link to the Net Promoter website with more info: http://netpromotersystem.com/about/measuring-your-net-promoter-score.aspx