Calculate your Net Promoter Score
Enter your NPS survey responses. Get your score, see how you compare to industry benchmarks, and learn what to do next - all instantly, no signup required.
Your responses
Enter your NPS survey data to calculate your score.
Enter the number of respondents in each category.
NPS formula: % Promoters minus % Detractors = NPS score (ranges from -100 to +100)
Enter your survey data
Add response counts to see your NPS score and breakdown.
What your NPS score means
NPS ranges from -100 to +100. Here's how to interpret yours.
World-class
Extremely rare. Companies like Apple, USAA, and Costco live here. Your customers are passionate advocates.
Excellent
Strong customer loyalty. You're doing something right and customers notice. Keep investing in what makes them happy.
Good
Healthy baseline. Room to grow. Focus on converting passives to promoters by addressing their specific hesitations.
Needs improvement
More work needed. Dig into detractor feedback to understand the root causes. Quick wins often hide in common complaints.
Critical
More detractors than promoters. This is a clear signal. Prioritize understanding what's broken and fix the biggest issues first.
NPS benchmarks by industry
Compare your score to industry averages. “Good” depends on where you compete.
Benchmarks based on aggregated industry data. Individual results vary by company size, region, and market segment.
How to improve your NPS
The score is just a number. What you do with it is what matters.
Close the loop with detractors
Follow up within 24 hours of a low score. Ask what went wrong. Often the act of reaching out alone can convert a detractor into a passive or even a promoter.
Activate your promoters
Promoters want to help you succeed. Give them easy ways: referral programs, review requests, case study participation. They're your cheapest acquisition channel.
Focus on the passive middle
Passives are the swing voters. They're satisfied but not loyal. One great experience tips them to promoter. One bad experience tips them to detractor. Understand what they need to feel enthusiastic.
How to collect NPS effectively
Ask at the right time
Send NPS surveys after meaningful interactions - post-purchase, after onboarding, or 30 days into using your product. Avoid surveying during frustrating moments like support tickets.
Always ask 'why'
The 0-10 score tells you the temperature. The follow-up question ('What's the main reason for your score?') tells you what to do about it. Never skip the open-ended follow-up.
Keep the survey short
Two questions. That's it. The NPS question plus one open-ended follow-up. Every additional question reduces completion rates. You can always follow up with detractors individually.
Track trends, not snapshots
A single NPS measurement is a data point. Monthly or quarterly NPS gives you a trend line. The trend tells you if things are getting better or worse - which matters more than any individual score.
Act on the feedback
The most common NPS mistake: collecting scores and doing nothing with them. Set up a process to review responses weekly, categorize themes, and prioritize fixes based on frequency and impact.
What is Net Promoter Score (NPS)?
Net Promoter Score (NPS) is a customer loyalty metric created by Fred Reichheld at Bain & Company in 2003. It measures how likely your customers are to recommend your product or service to others, using a single question: “On a scale of 0-10, how likely are you to recommend us to a friend or colleague?”
Based on their response, customers are grouped into three categories: Promoters (9-10) are loyal enthusiasts who will keep buying and refer others. Passives (7-8) are satisfied but unenthusiastic - vulnerable to competitive offers. Detractors (0-6) are unhappy customers who can damage your brand through negative word-of-mouth.
The NPS formula
% Promoters = (Promoters / Total responses) x 100
% Detractors = (Detractors / Total responses) x 100
NPS = % Promoters - % Detractors
For example, if you survey 100 customers and 50 are Promoters, 30 are Passives, and 20 are Detractors, your NPS is 50% - 20% = +30. The score ranges from -100 (every customer is a detractor) to +100 (every customer is a promoter).
Why NPS matters for your business
NPS has become the most widely used customer loyalty metric because it correlates strongly with business growth. Research by Bain & Company found that NPS leaders in an industry grow at more than twice the rate of their competitors. This makes sense: customers who actively recommend you are driving organic growth through word-of-mouth, reducing your customer acquisition costs.
But the real value of NPS isn't the number itself. It's the system around it. When you follow up on every detractor score to understand what went wrong, and when you study promoter responses to understand what's working, you build a continuous improvement loop that drives better products, better service, and ultimately better business results.
NPS vs. other customer metrics
NPS isn't the only customer metric that matters. CSAT (Customer Satisfaction Score) measures satisfaction with specific interactions. CES (Customer Effort Score) measures how easy it was to get something done. Each serves a different purpose. NPS is best for tracking overall relationship health and predicting long-term loyalty. CSAT is best for evaluating specific touchpoints. CES is best for identifying friction in processes.
The most effective customer feedback programs use all three strategically: NPS for the big picture, CSAT for specific interactions, and CES for process optimization. Start with NPS to get your baseline, then layer in CSAT and CES at key touchpoints.
On-site NPS vs. email NPS surveys
Traditional NPS surveys are sent via email, but on-site NPS surveys (triggered within your product or website) consistently outperform email on response rates. On-site surveys capture feedback in context - when the experience is fresh and the customer is actively engaged. Email surveys suffer from lower open rates (20-30%), delayed responses, and recall bias.
On-site NPS surveys see response rates of 15-30%, compared to 5-15% for email surveys. More importantly, the feedback is more specific and actionable because the customer is responding in the moment, not days later trying to recall their experience.
Frequently asked questions
Common questions about NPS calculation and best practices.
How is NPS calculated?
NPS is calculated by subtracting the percentage of Detractors (customers who scored 0-6) from the percentage of Promoters (customers who scored 9-10). Passives (7-8) are counted in the total but don't directly affect the score. The formula is: NPS = % Promoters - % Detractors. The result ranges from -100 (all detractors) to +100 (all promoters).
What is a good NPS score?
Any score above 0 means you have more promoters than detractors, which is a positive sign. A score of 30+ is considered good, 50+ is excellent, and 70+ is world-class. However, 'good' depends heavily on your industry. Telecom companies average around +16, while SaaS companies average +41. Compare your score to your specific industry benchmark rather than an absolute number.
How many responses do I need for a reliable NPS score?
For a statistically meaningful NPS score, aim for at least 30-50 responses as a minimum. For high confidence (95% confidence level with +/-5% margin of error), you'll want 200-300+ responses. If you have fewer than 30 responses, your NPS can swing dramatically with each new response. For ongoing tracking, collect responses continuously rather than in batches so you can spot trends as they emerge.
How often should I measure NPS?
There are two common approaches: Relationship NPS (sent periodically, like quarterly) measures overall brand loyalty over time. Transactional NPS (triggered by specific events like a purchase or support interaction) measures satisfaction with specific touchpoints. Most companies benefit from both. For relationship NPS, quarterly is the most common cadence. For transactional NPS, send it immediately after the interaction while the experience is fresh.
What's the difference between NPS and CSAT?
NPS measures long-term loyalty and likelihood to recommend, while CSAT (Customer Satisfaction Score) measures satisfaction with a specific interaction or experience. NPS asks 'How likely are you to recommend us?' on a 0-10 scale. CSAT typically asks 'How satisfied were you?' on a 1-5 scale. Use NPS for strategic tracking of overall customer health, and CSAT for tactical feedback on specific touchpoints like support tickets or feature releases.
Why do passives not count in the NPS formula?
Passives (scores of 7-8) are excluded from the NPS formula because they represent satisfied but unenthusiastic customers. They won't actively recommend you, but they also won't actively discourage others. Fred Reichheld, who created NPS, found that passives have the highest variance in future behavior - they could go either way. While they don't directly impact the score, tracking your passive percentage is valuable because converting passives to promoters is often the fastest way to improve NPS.
Can NPS predict business growth?
Research by Bain & Company (the creators of NPS) found a strong correlation between NPS and revenue growth in most industries. Companies with the highest NPS in their industry tend to grow at more than twice the rate of competitors. However, NPS alone doesn't cause growth - it's a leading indicator that reflects the quality of customer relationships. The real growth driver is acting on NPS feedback: closing the loop with detractors, understanding promoter motivations, and systematically improving the customer experience.
What's the best NPS survey question to ask?
The standard NPS question is: 'On a scale of 0-10, how likely are you to recommend [company/product] to a friend or colleague?' Always follow it with an open-ended question: 'What's the primary reason for your score?' The open-ended follow-up is where the real value lives - it tells you specifically what to fix (for detractors) or what to double down on (for promoters). Keep it to these two questions maximum. Adding more questions reduces completion rates significantly.