NPS Calculator: Instant Net Promoter Score, Free

NPS ranges from -100 to +100. Anything above 0 is net-positive, above +30 is good, above +50 is excellent, and above +70 is outstanding. Enter your survey counts below to calculate instantly.

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

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How is NPS calculated?

NPS is the percentage of promoters minus the percentage of detractors. First, ask customers the standard question: "On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?" Then group the responses:

  • Promoters score 9 or 10.
  • Passives score 7 or 8.
  • Detractors score 0 through 6.

Calculate the percentage of each group against total responses, then subtract detractors from promoters. Passives are counted in the total but do not add to the score. For example: 100 responses with 60 promoters, 25 passives, and 15 detractors gives 60% promoters minus 15% detractors, which is an NPS of +45. Round to the nearest whole number. The result is always an integer between -100 and +100.

What is a good NPS score?

Any positive score means you have more promoters than detractors, which most researchers treat as the baseline for "good." Beyond that, four widely used thresholds apply:

  • Above +70: outstanding, typical of category leaders with strong word-of-mouth.
  • +50 to +70: excellent, sustained loyalty across most segments.
  • +30 to +50: good, healthy customer sentiment with room to grow.
  • 0 to +30: needs improvement, promoters and detractors roughly balanced.
  • Below 0: critical, more detractors than promoters, urgent action needed.

Do not compare in isolation. Track your own score over time and against direct competitors in your industry, because absolute NPS varies significantly by sector.

How to interpret NPS by industry?

NPS benchmarks differ sharply by industry. A score that looks weak in one sector can be exceptional in another, so always compare to peers.

  • B2B SaaS: median around +30 to +40. Top-quartile products land above +50.
  • Consumer software / apps: +40 to +60 is common for well-loved products.
  • E-commerce and retail: +30 to +50 for healthy brands.
  • Financial services and insurance: +10 to +30, often lower because switching costs mask satisfaction.
  • Telecom and utilities: historically 0 to +20, sometimes negative.
  • Healthcare: +40 to +60 for patient-facing services.

Segment your NPS by customer size, plan tier, and tenure. A single company-wide number hides most of what is actionable. New customers usually score higher than long-tenured ones, and enterprise segments often score lower than SMB because expectations differ.

Tracking NPS across releases? Capture user feedback and score by segment in ProductLift. Free 14-day trial, no credit card required.

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Related reads: Customer retention rate calculator · Customer feedback in product launch

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 outstanding. 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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