If you collect customer feedback using a 5-star rating system, you can still calculate an NPS-like score by converting the 5-star ratings into the traditional NPS categories (Promoters, Passives, and Detractors). Here’s a common way to map 5-star ratings to NPS categories:

• Promoters: 5-star ratings
• Passives: 4-star ratings
• Detractors: 1-star, 2-star, and 3-star ratings

Once you've categorised the responses, you can calculate the NPS using the same method as before. Here’s the step-by-step process:

1. Survey your customers: Collect the 5-star ratings from your customers.
2. Categorise the responses:
   • Promoters: Count the number of 5-star ratings.
   • Passives: Count the number of 4-star ratings.
   • Detractors: Count the number of 1-star, 2-star, and 3-star ratings.
3. Calculate the percentage of each group:
   • Promoter Percentage = (Number of Promoters / Total Number of Respondents) * 100
   • Detractor Percentage = (Number of Detractors / Total Number of Respondents) * 100
4. Calculate the NPS:
   • NPS = Promoter Percentage - Detractor Percentage

Here’s an example:

• Suppose you have received 100 ratings:
  • 40 customers gave a 5-star rating.
  • 30 customers gave a 4-star rating.
  • 30 customers gave a 1-star, 2-star, or 3-star rating.

Calculate the percentages:

• Promoter Percentage = (40 / 100) * 100 = 40%
• Detractor Percentage = (30 / 100) * 100 = 30%

Finally, calculate the NPS:

• NPS = 40% - 30% = 10

Your NPS would be 10.

This method provides a way to translate a 5-star rating system into the NPS framework, allowing you to leverage the insights from NPS even if you use a different feedback collection method.