Total Net Promoter Score (TNPS) Calculator
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Total Net Promoter Score (TNPS) is a key performance indicator used to gauge customer satisfaction and loyalty by categorizing customers into promoters, passives, and detractors. TNPS is an adaptation of the traditional Net Promoter Score (NPS) but can be used in a broader context, often over a more extended period or across multiple touchpoints.
Calculation Formula
The TNPS is calculated using the formula:
\[ \text{TNPS} = \left(\frac{\text{Promoters} - \text{Detractors}}{\text{Total Responses}}\right) \times 100 \]
Where:
- Promoters: Customers who respond with a score of 9 or 10.
- Passives: Customers who respond with a score of 7 or 8.
- Detractors: Customers who respond with a score of 0 to 6.
Example Calculation
If you have 200 promoters, 50 passives, and 30 detractors, the TNPS calculation would be:
\[ \text{TNPS} = \left(\frac{200 - 30}{200 + 50 + 30}\right) \times 100 = \left(\frac{170}{280}\right) \times 100 \approx 60.71 \]
Importance and Usage Scenarios
Understanding TNPS helps organizations to assess overall customer satisfaction and loyalty over time. It allows businesses to identify areas needing improvement and gauge the impact of changes in products or services on customer sentiment. High TNPS indicates strong customer loyalty, while low TNPS suggests potential issues that need to be addressed.
Common FAQs
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What is the difference between TNPS and NPS?
- TNPS is often used to measure customer sentiment over a longer period or across multiple touchpoints, while NPS is typically measured after a single interaction.
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Why is TNPS important?
- TNPS provides insights into customer loyalty and the likelihood of them recommending your products or services to others, which is critical for long-term business growth.
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How can I improve my TNPS?
- Improving TNPS can be achieved by addressing customer pain points, enhancing product quality, improving customer service, and fostering strong customer relationships.
This TNPS calculator helps organizations to easily calculate and monitor their Total Net Promoter Score, which is essential for tracking customer loyalty and driving continuous improvement.