How to Calculate NPS in IT Service

Pablo Sencio November 6, 2023
- 3 min read

Are you curious about measuring customer satisfaction in the realm of IT services? In this article, we will delve into the essential aspects of how to calculate NPS (Net Promoter Score) specifically tailored for the IT industry. 

Understanding and optimizing your NPS is crucial for enhancing the quality of IT services and fostering long-term client relationships.

Let's get into it.

What is NPS in IT Service?

NPS, or Net Promoter Score, is a widely used metric that quantifies customer satisfaction and loyalty. Basically, is works by asking how likely customers are to recommend a company's product or service to others.

To guarantee high quality IT services, where customer feedback is invaluable, calculating NPS provides actionable insights into user experiences.

How to calculate NPS in IT service

1. Setting the stage: Why NPS matters in IT?

To kick off, let's explore why NPS is pivotal in the IT sector. As IT services become increasingly integral to business operations, ensuring client satisfaction is not just a goal but a necessity.

Example: Consider a scenario where a company relies on IT services for seamless project management. A high NPS ensures that clients not only find the services effective but are also likely to recommend them to others, potentially attracting new business opportunities.

2. The calculation process: What you need to know

How to calculate NPS involves a straightforward process. Begin by posing a key question: "On a scale of 0 to 10, how likely are you to recommend our IT services to others?" Based on responses, classify users into Promoters, Passives, or Detractors. The formula is simple: NPS = % Promoters - % Detractors.

Example: Let's say you receive responses from 80 users, with 60 being Promoters (score 9-10), 15 Passives (score 7-8), and 5 Detractors (score 0-6). Your NPS would be calculated as (60% - 5%) = 55.

3. When to measure NPS: Timing is everything

Timing is crucial when gauging NPS in IT. Determine the optimal moments to gather feedback – post-service interactions, project milestones, or periodic surveys. This strategic approach ensures accurate and insightful results.

Example: After completing a major IT project, send out an NPS survey to clients. This timing allows you to capture their satisfaction when the experience is fresh in their minds, providing more accurate feedback.

4. Quantifying success: How much NPS is considered good?

Exploring the benchmarks of a good NPS in IT service is essential. Understand the industry standards and aim for continuous improvement. An NPS above 50 is generally considered excellent, showcasing a strong user satisfaction level.

Example: Industry research indicates that leading IT service providers often maintain NPS scores well above 60, indicating a consistently high level of customer satisfaction and loyalty.

5. Implementing NPS in your IT service strategy

Now that you know how to calculate NPS, integrate it into your IT service strategy. Use the gathered insights to identify areas for improvement, refine service delivery, and ultimately boost customer satisfaction.

Example: Act on NPS feedback by implementing specific changes, such as optimizing response times for IT support tickets or enhancing user interfaces based on user suggestions. This iterative process ensures continuous enhancement of IT services.

Visualizing NPS data

To facilitate a clearer understanding, let's represent the NPS data in a table:


Score Range


9 - 10


7 - 8


0 - 6


In conclusion, mastering how to calculate NPS in IT service empowers businesses to proactively enhance their offerings. Regularly measuring and analyzing NPS data enables organizations to address weaknesses, capitalize on strengths, and solidify their position in the competitive IT landscape.


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