NPS Calculator
Measure customer loyalty with Net Promoter Score
Survey Responses
Enter the count of responses for each score (0-10)
Your Net Promoter Score
Response Breakdown
NPS Benchmarks by Industry
When to Use NPS Calculator
Quarterly Reviews
Track NPS trends over time to measure the impact of product improvements, service changes, and customer experience initiatives on overall loyalty.
Customer Segmentation
Identify your most loyal customers (Promoters) for referral programs and at-risk customers (Detractors) who need immediate attention and outreach.
Competitive Analysis
Compare your NPS against industry benchmarks to understand your competitive position and identify areas where you can differentiate.
Post-Launch Surveys
Measure customer sentiment after product launches, feature releases, or service changes to quickly identify issues and celebrate wins.
Board Reporting
Present a clear, standardized metric that executives and board members understand. NPS provides a single number that summarizes customer health.
Support Team KPIs
Use NPS as a key performance indicator for customer support teams. Track how support interactions impact overall customer loyalty and satisfaction.
Frequently Asked Questions
What is Net Promoter Score (NPS)?
NPS is a customer loyalty metric that measures how likely customers are to recommend your product or service to others. Based on a single question survey ("How likely are you to recommend us?"), customers rate from 0-10 and are grouped into Promoters (9-10), Passives (7-8), and Detractors (0-6). The score ranges from -100 to +100.
How is NPS calculated?
NPS equals the percentage of Promoters minus the percentage of Detractors. Passives are counted in the total but don't directly affect the score. For example, if 40% are Promoters and 25% are Detractors, your NPS is +15. The formula ignores Passives because they represent neutral sentiment.
What is considered a good NPS score?
Scores vary significantly by industry. Generally, below 0 indicates serious issues, 0-30 is considered good, 30-70 is great, and above 70 is world-class. However, always compare against your specific industry benchmarks. A score of 30 might be excellent in telecom but below average in consulting.
Why are Passives excluded from the calculation?
Passives (7-8 scores) represent satisfied but unenthusiastic customers. They won't actively promote your brand and could easily switch to competitors. NPS focuses on the gap between enthusiastic advocates and unhappy critics because this spread best predicts business growth and word-of-mouth impact.
How often should I measure NPS?
Most companies measure NPS quarterly to track trends while avoiding survey fatigue. Transactional NPS (after specific interactions) can be measured continuously. The key is consistency—use the same methodology and timing to make meaningful comparisons over time.
How many responses do I need for reliable NPS?
For statistical reliability, aim for at least 100 responses. Smaller samples can still provide directional insights but will have wider confidence intervals. Response rates typically range from 10-30% for email surveys, so plan your sample size accordingly.
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