NPS Calculator - Calculate Your Net Promoter Score

Collect NPS feedback automatically

Enter your NPS survey response counts:

What is NPS?

Net Promoter Score (NPS) measures customer loyalty by asking: "How likely are you to recommend us to a friend?" Responses are scored 0-10 and grouped into Promoters (9-10), Passives (7-8), and Detractors (0-6).

NPS Formula:

NPS = % Promoters - % Detractors

NPS ranges from -100 (all detractors) to +100 (all promoters). A positive score is good, above 50 is excellent.

NPS Benchmarks:

  • 70+: World-class
  • 50-69: Excellent
  • 30-49: Good
  • 0-29: Needs improvement
  • Below 0: Critical

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Frequently Asked Questions

What is a good NPS score? ▼
Any score above 0 is considered good because you have more promoters than detractors. Scores above 50 are excellent, and above 70 are world-class. However, benchmarks vary by industry - B2B SaaS companies typically aim for 30-40+.
How often should I measure NPS? ▼
Most companies measure NPS quarterly or after key interactions (transactional NPS). Continuous measurement helps track trends over time. Avoid surveying the same customers too frequently to prevent survey fatigue.
Why are passives not included in the calculation? ▼
Passives (7-8) are satisfied but not enthusiastic customers. They're not counted because they won't actively promote or detract from your brand. However, they're important - they can easily shift to either group and represent opportunity for improvement.
How can I improve my NPS? ▼
Focus on: (1) Following up with detractors to understand their concerns, (2) Converting passives to promoters through better experiences, (3) Asking promoters for referrals and reviews, and (4) Acting on feedback to address common issues.
What's the difference between relational and transactional NPS? ▼
Relational NPS measures overall brand loyalty (sent periodically to all customers). Transactional NPS measures satisfaction after specific interactions like purchases or support tickets. Both provide valuable but different insights.

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