NPS Calculator
Calculate your Net Promoter Score instantly. Enter the number of respondents in each category and see your NPS score with a full calculation breakdown.
The NPS Scale
Calculation Breakdown
What is Net Promoter Score?
Net Promoter Score℠ (NPS) is a customer loyalty metric that measures how likely customers are to recommend your product or service to others. It’s one of the most widely used metrics for tracking customer satisfaction and predicting business growth.
The NPS question asks: “On a scale of 0-10, how likely are you to recommend [product/company] to a friend or colleague?”
Based on their response, customers are grouped into three categories:
- Promoters (9-10): Loyal enthusiasts who will keep buying and refer others
- Passives (7-8): Satisfied but unenthusiastic customers vulnerable to competitive offerings
- Detractors (0-6): Unhappy customers who can damage your brand through negative word-of-mouth
How to Calculate NPS
The NPS formula is straightforward:
NPS = % Promoters - % Detractors
Here’s the step-by-step calculation:
- Count your responses in each category (Promoters, Passives, Detractors)
- Calculate the percentage of respondents in each group
- Subtract the percentage of Detractors from the percentage of Promoters
Passives count toward your total responses but don’t directly affect the NPS calculation. They’re included because they represent customers who could tip either way.
Example Calculation
If you surveyed 100 customers and received:
- 50 Promoters (scores 9-10)
- 30 Passives (scores 7-8)
- 20 Detractors (scores 0-6)
Your NPS would be:
- Promoter % = 50/100 = 50%
- Detractor % = 20/100 = 20%
- NPS = 50% - 20% = 30
Understanding Your NPS Score
NPS ranges from -100 to +100:
| Score Range | Interpretation |
|---|---|
| 70 to 100 | Excellent - world-class customer loyalty |
| 50 to 69 | Great - strong customer loyalty |
| 30 to 49 | Good - room for improvement |
| 0 to 29 | Needs work - more detractors than ideal |
| Below 0 | Critical - more detractors than promoters |
A positive NPS (above 0) means you have more promoters than detractors. Most companies score between 0 and 50, so anything above 50 is considered excellent.
Why the Scale is Asymmetric
You might notice that seven scores (0-6) create Detractors, while only two scores (9-10) create Promoters. This isn’t arbitrary.
Research shows that negative experiences spread more than positive ones. A detractor is more likely to tell others about a bad experience than a promoter is to share a good one. The asymmetric scale reflects this reality-it takes more effort to create a promoter than a detractor.
NPS Benchmarks by Industry
NPS varies significantly across industries. Here are typical benchmarks:
| Industry | Average NPS | Good NPS |
|---|---|---|
| Technology/Software | 30-40 | 50+ |
| E-commerce | 35-45 | 55+ |
| Financial Services | 20-35 | 45+ |
| Healthcare | 15-30 | 40+ |
| Telecommunications | 0-20 | 30+ |
Compare your NPS to competitors in your industry rather than absolute numbers. A score of 30 might be excellent in telecommunications but average in SaaS.
When to Use NPS
NPS works best for measuring overall relationship health and long-term loyalty. Use it to:
- Track trends over time - quarterly or biannual surveys show whether loyalty is improving
- Benchmark against competitors - NPS is standardized, making comparison possible
- Predict growth - companies with higher NPS tend to grow faster
- Identify at-risk customers - detractors need immediate attention
For transactional feedback about specific interactions (a support call, a purchase), consider CSAT instead.
Start Measuring NPS
Ready to measure customer loyalty? Use our NPS survey template to start collecting responses. The template includes the standard NPS question, conditional follow-up questions based on the score, and best practices for survey design.
Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter ScoreSM and Net Promoter SystemSM are service marks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.