A Net Promoter Score or NPS is an index between -100 and +100 which indicates how likely customers are to recommend a product or service. NPS is widely used throughout many businesses and industries (especially consumer product and services) and there is a standardised calculation.
On a scale of 0 to 10 customers can be categorised into the following buckets:
Detractors - where score given is 6 or les
Passives - where score given is 7 or 8
Promoters - where score given is 9 or 10
Calculating the final score involves taking the % of Total Promoters and subtracting the % of Total Detractors.
Taking the following example, the % of Total Promoters equals 40.2% and taking the % of Total Detractors (35.4%). We are left with a NPS Score of 4.9.
How can this be achieved in Power BI or Tableau?
Net Promoter Score in Power BI
Net Promoter Score in Tableau
Hope this is useful! Any questions or comments please feel free to leave below, or alternatively you can contact us at info@reportsimple.com.au