Is there a calculation in Net Promoter Score (NPS) ?

Mikael

Quite Involved in Discussions
#1
Hi (so Elsmar is back:))

The so called Net Promoter Score (NPS), when I think about it isn't it an Ordinal scale? So you are not really allowed to calculate it?
 
Elsmar Forum Sponsor

Ajit Basrur

Staff member
Admin
#2
Re: The Net Promoter Score

There is a calculation involved.

Yes, the first step is an ordinal scale from 1 to 10, where all responses with 9 and 10 are treated as Promoters; 7 and 8 considered Passives; and scores 6 and below are Detractors.

After all people have been interviewed with the "one" question, calculate how many promoters and detractors are in the given population, and calculate the NPS by % Promoters minus % Detractors.
 

Miner

Forum Moderator
Staff member
Admin
#3
The so called Net Promoter Score (NPS), when I think about it isn't it an Ordinal scale? So you are not really allowed to calculate it?
It all depends on how you plan to use it. While it is true that the average of a set of ordinal data does not meet the strict statistical definition of an average, it can still be useful. I sometimes work with survey data (10 point ordinal scale). If you compare the medians of two groups, they are identical. However, if you look at a histogram of the two groups, they are radically different in shape and spread. An average calculation, does show this difference and is useful for communicating information.

There are numerous nonparametric statistics that are based on ranking the data. Ranking data converts ratio/interval data into ordinal data, whereupon it is used in various calculations (setting a precedent). Therefore, when you use ordinal data, you are essential using a nonparametric approach.
 

Mikael

Quite Involved in Discussions
#4
Sorry for a late reply here, I guess I lost the thread.

I cant recall why I put the question in the headline like that, of course there is a calculation (I had been using it at work), but thx Ajit anyway. What I wanted to discuss is of course whether it is nonsense to do these calculations.

I read somewhere that when you use frequencies over the whole spectrum, it should be okay, because then you have an interval? There was twice as many replying "..." . Or is it still a cover?

Miner, thx, though I am not sure about the nonparametric approach, just calling it that does not legitimate it?
 
Thread starter Similar threads Forum Replies Date
T Question for: Cg & Cgk calculation General Measurement Device and Calibration Topics 3
E 21 CFR 211.103 Calculation of Yield Pharmaceuticals (21 CFR Part 210, 21 CFR Part 211 and related Regulations) 5
S Cost of Poor Quality (CoPQ) - Scrap element of calculation includes lost margin? Misc. Quality Assurance and Business Systems Related Topics 7
K Analysis variation among the lots during cpk calculation. Design and Development of Products and Processes 1
0 PPM calculation of customer complaints for PMS Customer Complaints 10
T Overvoltages consideration in Applied Part for RMS Calculation. IEC 60601 - Medical Electrical Equipment Safety Standards Series 6
U Cpk Calculation - I analyse a double seam cans Manufacturing and Related Processes 15
I Lifetime Support Calculation - Thermal Operating Profile Reliability Analysis - Predictions, Testing and Standards 7
qualprod Stock Reorder point calculation Lean in Manufacturing and Service Industries 1
G 3 Operator Std. Dev. and uncertainty calculation Measurement Uncertainty (MU) 2
F Determining what type of scrap to include in my internal PPM calculation Quality Manager and Management Related Issues 5
F Holes position inspection - Calculation of centre distance and plug sizes of a gauge Inspection, Prints (Drawings), Testing, Sampling and Related Topics 5
P Any official doc/spec on different types of Yield calculation? Manufacturing and Related Processes 0
M Benchmarking Process Data - Man-day calculation gone wrong Benchmarking 5
H Taguchi mixed model DoE [L16 (4^3 2^6): factors interaction and ANOVA calculation Using Minitab Software 3
L P-Chart Control Limit Calculation help Statistical Analysis Tools, Techniques and SPC 1
H Sample Size Calculation (Confidence Interval and Reliability) - Medical Devices Reliability Analysis - Predictions, Testing and Standards 6
E Questions regarding Cpk Calculation - Should we be using LSL/USL or LCL/UCL? Capability, Accuracy and Stability - Processes, Machines, etc. 5
L Number of Distinct Categories" or NDC Calculation in MSA Studies Gage R&R (GR&R) and MSA (Measurement Systems Analysis) 8
V Sample Size Calculation for Image Analysis - Microscopy Inspection, Prints (Drawings), Testing, Sampling and Related Topics 2
Q Rule 5.2h - Site Separation - Audit Manday Calculation (IATF 16949) IATF 16949 - Automotive Quality Systems Standard 17
kedarg6500 Gage R&R - Is my sheet calculation wrong? Gage R&R (GR&R) and MSA (Measurement Systems Analysis) 21
C Practical use of Heat Input calculation for Manual MIG Welding Manufacturing and Related Processes 4
J CMM Uncertainty Calculation Question - Deviations Measurement Uncertainty (MU) 9
S Scrap % Calculation Formula Manufacturing and Related Processes 10
T Reliability calculation for repairable system Reliability Analysis - Predictions, Testing and Standards 14
F Calculation of reduction on audit time - IAF MD1:2007, IAF MD5:2015 and IAF MD11:2013 General Auditing Discussions 1
bobdoering Unilateral Tolerance Capability Calculation Imported Legacy Blogs 0
M Help with uncertainty calculation in the calibration of a Pyrogen Test Processor Measurement Uncertainty (MU) 7
H ROI (Return on Investment) Calculation of Employees ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
Q PPM - Filtering Defects out of calculation Quality Tools, Improvement and Analysis 5
J Calculation of σ within subgroups for Cpk in Minitab Using Minitab Software 1
E How does Non-Linear UUT affect TAR (Test Accuracy Ratio) Calculation? Measurement Uncertainty (MU) 3
O Takt Time Calculation for Long Runner Product Lean in Manufacturing and Service Industries 5
M Packaging Material Requirement Calculation Sheet for a Bottle Packaging Line Manufacturing and Related Processes 3
B Histogram beginner dilemma - Manual Calculation vs. JMP 7 Quality Tools, Improvement and Analysis 12
S SPC Control Limit Calculation Statistical Analysis Tools, Techniques and SPC 2
N Procedure/calculation for determining the foot pressure of dial thickness gauge General Measurement Device and Calibration Topics 10
T Calculation Question - Calculate the runner weight for a part Manufacturing and Related Processes 2
A Accuracy Calculation of Leakage Current for an Electrical Safety Analyzer General Measurement Device and Calibration Topics 5
E Composite Position Calculation on a 12 X 4 Hole Pattern Inspection, Prints (Drawings), Testing, Sampling and Related Topics 13
M Sigma Calculation in Excel Capability, Accuracy and Stability - Processes, Machines, etc. 3
H Uncertainty Measurement Calculation in Chemical Testing Measurement Uncertainty (MU) 1
V How to use a Calibration Certificate in Uncertainty Calculation for a Test Measure Measurement Uncertainty (MU) 13
D Siemens MES software DPMO Calculation Six Sigma 4
N Uncertainty calculation for a voltage measurement Measurement Uncertainty (MU) 3
T Calculation of Unified Thread Limits - Non-standard thread 1 ? 36 UNS-2A Inspection, Prints (Drawings), Testing, Sampling and Related Topics 1
0 Calculation of Contamination Reduction Efficiency Statistical Analysis Tools, Techniques and SPC 4
E RSD (Relative Standard Deviation) Calculation for two series of numbers Statistical Analysis Tools, Techniques and SPC 4
C Acceleration Calculation - Building Vibration Requirements Misc. Quality Assurance and Business Systems Related Topics 3

Similar threads

Top Bottom