Voice of Customer Theme Analyzer
Analyze feedback themes, calculate NPS, and prioritize roadmap items. Enter values for instant results with step-by-step formulas.
Formula
NPS = %Promoters - %Detractors
Net Promoter Score is calculated by subtracting the percentage of Detractors (0-6) from the percentage of Promoters (9-10). Passives (7-8) are ignored in the numerator but included in the total denominator. The result ranges from -100 to +100.
Worked Examples
Example 1: SaaS Survey
Problem:40 Promoters, 30 Passives, 10 Detractors. Total 80.
Solution:%Prom: 50%. %Det: 12.5%. NPS: 50 - 12.5 = 37.5.
Result:NPS: 38 (Good)
Frequently Asked Questions
How is customer lifetime value (CLV) calculated?
Simple CLV = Average Purchase Value * Purchase Frequency * Customer Lifespan. For subscription models: CLV = Average Monthly Revenue per Customer / Monthly Churn Rate. For example, if a customer pays 50 dollars/month and your monthly churn is 5%, CLV = 50/0.05 = 1,000 dollars. CLV should be at least 3 times your customer acquisition cost.
How do I calculate customer acquisition cost (CAC)?
CAC = Total Sales and Marketing Expenses / Number of New Customers Acquired in that period. Include all related costs: advertising, salaries, tools, commissions, and overhead. CAC payback period = CAC / Monthly Gross Margin per Customer. A payback period under 12 months is generally healthy for SaaS businesses.