How to Compute the Net Promoter Score (NPS)

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Contents

Manually computing NPS

The Net Promoter Score (NPS) is computed as the difference between two sets of percentages (most commonly, the proportion of people to rate a brand as and 8 to 10 less the proportion to rate the brand as a 6 or less). It is computed as follows:

  1. In the Blue Drop-down Menu select the likelihood to recommend question. It should be a Pick One or Pick One - Multi.
  2. Right-click on the table and select Values to open the Value Attributes dialog box.
  3. Fill in the Value column as follows and press OK
    1. Replace values 0 through 6 with -100.
    2. Replace values 7 and 8 with 0.
    3. Replace values 9 and 10 with 100.
  4. Right click on the table and select Average from either Statistics - Right or Statistics - Below.

The table will now show the NPS.

Automatically computing NPS

See Create New Variables - NPS Recoding.

Significance tests on NPS questions

A common misconception is that the above is a way of "tricking" Q into computing NPS. However, the above is not really a trick as such, but is based on a recognition that the NPS can be computed either as a difference in percentages, or, as the average of a 3-point scale, and that both are, in a mathematical sense, identical. A key benefit of viewing the NPS as the mean of a three point scale is that Q's automatic significance testing is automatically testing for differences in NPS score (i.e., although NPS is described as a difference in percentages, from a statistical testing perspective it is just a three point scale).

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