Plain-language questions
Ask for Net Promoter Score (NPS) per month, customer or product in the SQL Explorer with AI. The AI writes the SQL, you see the query and run it yourself; the AI only receives metadata.
KPI · Customer service
Net Promoter Score (NPS): formula and example.
The Net Promoter Score (NPS) measures how likely customers are to recommend your business to others. Customers give a score from 0 to 10; those scoring 9 or 10 are promoters, 7 or 8 are passives and 0 to 6 are detractors. NPS is the percentage of promoters minus the percentage of detractors and ranges from −100 to +100.
Net Promoter Score (NPS) formula
Percentage of promoters (9–10) − percentage of detractors (0–6)
Worked example
In the first quarter Acme Groothandel asked 500 customers how likely they were to recommend it. There were 260 promoters, 140 passives and 100 detractors. That is 52% promoters and 20% detractors, so NPS is 52 − 20 = 32.
Fictitious figures for Acme Groothandel, a sample wholesaler.
How to read this KPI
A higher NPS means relatively more promoters than detractors. Because the score measures the relationship as a whole, it moves more slowly than CSAT; track it by quarter or half-year. Focus on the comments from detractors and compare with your own earlier measurements and between customer segments, not with isolated figures from other sectors.
Pitfalls with Net Promoter Score (NPS)
- Forgetting passives: they are not subtracted, but they do count in the total the percentages are based on.
- Writing NPS as a percentage; it is a number between −100 and +100.
- Drawing conclusions from a small group of respondents, where a few answers shift the score considerably.
SQL & DAX
Calculating Net Promoter Score (NPS) in SQL and DAX
Two examples on a fictitious data warehouse for Acme Groothandel: a PostgreSQL query and a measure for a Power BI model. Adjust table and column names to your own model.
SELECT date_trunc('quarter', responded_at)::date AS quarter,
COUNT(*) AS responses,
ROUND(100.0 * COUNT(*) FILTER (WHERE score >= 9) / NULLIF(COUNT(*), 0), 1) AS promoters_pct,
ROUND(100.0 * COUNT(*) FILTER (WHERE score <= 6) / NULLIF(COUNT(*), 0), 1) AS detractors_pct,
ROUND(100.0 * (COUNT(*) FILTER (WHERE score >= 9) - COUNT(*) FILTER (WHERE score <= 6))
/ NULLIF(COUNT(*), 0), 0) AS nps
FROM surveys
WHERE type = 'nps'
GROUP BY 1
ORDER BY 1;NPS Responses = CALCULATE(COUNTROWS(Surveys), Surveys[Type] = "nps")
NPS =
DIVIDE(
CALCULATE(COUNTROWS(Surveys), Surveys[Type] = "nps", Surveys[Score] >= 9)
- CALCULATE(COUNTROWS(Surveys), Surveys[Type] = "nps", Surveys[Score] <= 6),
[NPS Responses]
) * 100In ENABLE
Tracking this KPI in ENABLE
In your Power BI dashboard
Define the KPI as a measure in your Power BI model and show it in the portal, with "Last refreshed" next to it. Access profiles and optional row-level security decide who sees which figures.
Custom dashboards (pilot)
Add the KPI as a tile to a custom dashboard, compared with last year. The Dashboard Builder is a pilot and can be switched on per client.
Monthly targets
With the built-in Targets app you set a target for the KPI per month, so you see actuals and target side by side.
FAQ
Frequently asked questions
How do you calculate Net Promoter Score?
Work out the percentage of promoters (score 9 or 10) and the percentage of detractors (score 0 to 6) and subtract one from the other. With 52% promoters and 20% detractors, NPS is 32. Passives (7 and 8) count only in the total.
What is the difference between NPS and CSAT?
NPS measures willingness to recommend you and reflects the whole customer relationship. CSAT measures satisfaction with a single moment, such as a contact or delivery. Use CSAT to improve service and NPS to track the relationship over time.
Can NPS be negative?
Yes, NPS is negative when there are more detractors than promoters. The score ranges from −100 (only detractors) to +100 (only promoters). A negative score means more customers would advise against you than recommend you.
Further reading
- KPI libraryCustomer service KPIs: formulas and examplesCustomer service KPIs measure how quickly and how well customers are helped. The data comes from your help desk and telephony, and becomes more useful next to customer and order data.Read more
- ResourcesHow to build a KPI dashboard: steps and examplesA KPI dashboard is an overview of the key figures you use to steer towards your goals, such as revenue, margin, on-time delivery or absenteeism. A good KPI dashboard does not start with the software, but with the decisions it needs to support. You then choose a limited number of KPIs, define them, sketch the dashboard and only then build it.Read more
- SolutionPower BI dashboard portal: share dashboards securelyShare your Power BI dashboards securely in your own portal, with role-based access.Read more
Use AI on your own data. Securely, and without the headache.
In an online demo we show how ENABLE makes your data securely available and how you build on it: describing an app in the AI Builder, plain-language questions, dashboards and APIs. And how we set it up and manage it for you.