- Bernard K

# How to Calculate Net Promoter Score (NPS) in Tableau

**Introduction**

Net Promoter Score (NPS) is a widely used market research metric that gauges the likelihood of customers recommending products or services to others. The NPS question consist of a rating scale of 0 to 10 – which is used to categorize the respondents as either ‘Promoters’ – those that provide a rating of 9 or 10, ‘Passives’ or ‘Neutral’ – those that provide a rating of 7 or 8, and ‘Detractors’ – those that provide a rating of 6 and below.

The NPS score is then computed by taking ‘the percent of promoters’ minus ‘the percent of detractors’.

NPS Score = (% of Promoters - % of Detractors)

Note, the NPS score ranges between -100 to +100, where a score of above zero is considered good, with a score above 50 being considered excellent, and a score above 70 being considered world-class.

**Example of a NPS question**

A good example of a net promoter score question - is the question below.

**Quiz:** *How likely are you to recommend our products and services to a friend or a colleague? (Which is a rating scale of 0 to 10)*

Such a survey question, would result to a sample data shown below (which is dummy data in this case)

*(Note, this sample data consists of two columns, that is - the Respondent ID (a unique identifier of each respondent) and their rating for the question).*

__You can download the sample data to follow along in your own copy of Tableau.__

**Computing the NPS Score**

Before you compute the NPS score, lets first categorize the respondents as either *‘Promoters’, ‘Passives’ or ‘Detractors’* using the calculation below.

*(The above calculation categorizes respondents with a rating of 9 or 10 as **‘Promoters’**, those with a rating of 7 or 8 as **‘Passives’**, and those with a rating of 6 and below as **‘Detractors’**).*

Next, compute the NPS score using any of the two calculations below.

*(The above calculation computes the percent of promoters – that is, (total number of promoters/total respondents) **minus **the percent of detractors – that is, (total number of detractors/total respondents)).*

Note you can also achieve the same results using the calculation below.

Next, lets show the NPS score by dragging any of the above two calculations to the label/text shelf - and format the value into percent.

*(From the resulting view, **the NPS score is 3.33% **- which is a good indication)*

Note you can visualize your NPS Score to tell a better story, where users can instantly see the NPS score as well as the percent of Promoters and Detractors as shown in the view below.

**Useful:** __Learn how to visualize survey data in Tableau__

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