NPS Calculator

Calculates Net Promoter Score from promoter and detractor counts for banks, fintechs, and customer insight teams.

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About This Tool

This tool computes the Net Promoter Score (NPS) from promoter, detractor, and neutral counts. It accepts three inputs and returns the NPS value along with percentage shares. The primary audience includes banks, financial services teams, product managers, and customer insight analysts who track loyalty metrics across channels and time periods.

Conceptually, NPS is computed by dividing promoter and detractor counts by the total responses to yield promoter_pct and detractor_pct; the difference between these two percentages gives the NPS score. Neutrals are included in the denominator and affect the result, but do not contribute to the numerator.

Unique value lies in robust validation, handling of edge cases (including zero totals), and a clean breakdown suitable for reports. The tool supports exporting results for archival and benchmarking, and it is applicable across sectors, including banking surveys such as those conducted by ICICI Bank., with no branding or UI dependencies described here.

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How to Use

Provide inputs: promoters, detractors, neutrals (optional).
Validate inputs: all values must be non-negative integers and total >
Run calculation: NPS = (promoters - detractors) / total * 100; compute promoter, detractor, and neutral percentages.
Review outputs: nps_score, promoters_pct, detractors_pct, neutrals_pct, total_responses.
Use results: copy to reports, share with stakeholders, or export the data.

Frequently Asked Questions

Find Quick Answers

What is the Net Promoter Score?

NPS is a loyalty metric derived from customer survey responses. Promoters (score 9–10) minus Detractors (score 0–6) divided by total respondents, multiplied by 100, yields a score from -100 to 100 that indicates overall customer sentiment.

How should neutrals be treated in the calculation?

Neutrals are included in the total responses and thus impact the denominator. They do not contribute to the numerator, so higher neutral counts generally reduce the final NPS by lowering the promoter-to-detractor ratio.

Can I use this for ICICI Bank or other banks?

The tool is generic for NPS calculation across sectors and can be applied to bank surveys, including ICICI Bank, for internal benchmarking. It is not affiliated with any specific bank or brand.

What happens if total responses are zero?

If total_responses equals zero, the calculation is undefined. The tool should return an error state and no valid NPS value until at least one non-zero input is provided.

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