NPS Calculator (Net Promoter Score)

Calculate Net Promoter Score to measure customer loyalty and satisfaction. Essential customer experience metric.

Promoter %
70%
Percentage of promoters
Detractor %
10%
Percentage of detractors
Net Promoter Score
60
NPS ranges from -100 to +100
💡 NPS Benchmarks
• NPS above 70 = World-class (top 1%)
• NPS 50-70 = Excellent
• NPS 30-50 = Good
• NPS 0-30 = Needs improvement
• NPS below 0 = Critical issues

Net Promoter Score (NPS)

NPS measures customer loyalty and likelihood to recommend your product or service.

NPS Formula

NPS = % Promoters - % Detractors

NPS Categories

Promoters (9-10): Loyal enthusiasts who will refer others and fuel growth. These customers have high lifetime value and low churn risk.

Passives (7-8): Satisfied but unenthusiastic customers vulnerable to competitive offerings. They won't actively promote you.

Detractors (0-6): Unhappy customers who can damage your brand through negative word-of-mouth. High churn risk.

Example Calculation

Survey of 100 customers:

  • 70 Promoters (9-10 ratings) = 70%
  • 20 Passives (7-8 ratings) = 20%
  • 10 Detractors (0-6 ratings) = 10%
  • NPS = 70% - 10% = 60 (excellent score)

Why NPS Matters

NPS correlates with revenue growth, customer retention, and company valuation. Promoters have 3-8x higher lifetime value than detractors. Companies with NPS above 50 grow 2x faster than competitors.

Frequently Asked Questions

What is Net Promoter Score (NPS)?

NPS measures customer loyalty by asking: 'How likely are you to recommend us?' (0-10 scale). Promoters (9-10) are loyal, Passives (7-8) are satisfied but uncommitted, Detractors (0-6) are unhappy. NPS = % Promoters - % Detractors. Range: -100 to +100. Example: 70% promoters, 10% detractors = NPS of 60 (excellent).

What is a good NPS score?

NPS benchmarks vary by industry: SaaS 30-40 average, B2B 25-50, B2C 30-60, Top performers 70+. Apple: 72, Netflix: 68, Amazon: 62. Above 50 = excellent, Above 70 = world-class, Below 0 = serious problems. Context matters: B2B scores typically lower than B2C. Focus on improvement trend, not absolute score.

How do I improve my NPS?

Six tactics: 1) Follow up with detractors immediately (close the loop), 2) Identify root causes through qualitative feedback, 3) Fix systemic issues causing detraction, 4) Convert passives to promoters (find friction points), 5) Empower promoters to refer (make advocacy easy), 6) Track NPS by segment to identify problem areas. Focus on reducing detractors first, then converting passives.

Related Calculators

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Customer health scoring

Retention Rate Calculator

Customer retention

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