NPS Calculator

What Is NPS?

NPS is based on one simple question:

"How likely are you to recommend us to a friend or colleague on a scale of 0 to 10?"

Customers are grouped into three categories based on their answers.

Customer Groups

Promoters: 9-10: Promoters are happy, loyal customers. They are likely to recommend your business to others.

Passives: 7-8: Passives are satisfied, but not excited. They may switch to another company if they find a better option.

Detractors: 0-6: Detractors are unhappy customers. They may leave negative reviews or tell others not to use your business.

Types of NPS

There are two main types of NPS.

Transactional NPS

Transactional NPS measures feedback after one specific experience, such as:

• A purchase
• A support call
• Onboarding
• A complaint resolution

Relational NPS

Relational NPS measures overall customer loyalty over time. Businesses often use it quarterly or twice a year.

Why Use an NPS Calculator?

An NPS calculator helps businesses:

• Measure customer loyalty
• Find unhappy customers before they leave
• Identify happy customers who may give referrals
• Compare results with industry benchmarks
• Track customer experience over time
• Make better decisions using customer feedback

How to Calculate NPS

Use this formula:

NPS = % Promoters − % Detractors

Passives are included in the total number of responses, but they are not used directly in the final formula.

NPS Example

A business gets responses from 200 customers:

• 120 Promoters
• 40 Passives
• 40 Detractors

First, calculate the percentage of Promoters:

120 ÷ 200 × 100 = 60%

Then, calculate the percentage of Detractors:

40 ÷ 200 × 100 = 20%

Now subtract:

60 − 20 = 40

The final NPS is +40.

What Does Your NPS Mean?

NPS scores range from -100 to +100.

• A positive score means you have more Promoters than Detractors.
• A negative score means you have more Detractors than Promoters.
• A higher score usually means stronger customer loyalty.

What Is a Good NPS Score?

A good score depends on your industry, but these ranges are a helpful guide:

• Below 0: Needs major improvement
• 0 to 30: Acceptable to good
• 30 to 70: Strong
• Above 70: Excellent

Average NPS by Industry

Typical NPS ranges include:

• Technology and B2B SaaS: 30-45
• E-commerce and retail: 40-50
• Banking and financial services: 30-40
• Insurance: 30-40
• Telecommunications and internet providers: 25-35
• Healthcare and wellness: 30-40

A score that is excellent in one industry may be average in another, so benchmarks are important.

NPS Survey Best Practices

Keep It Short

Short surveys are easier for customers to complete. Most NPS surveys work best with one or two questions.

Ask the NPS Question First

Start with the main recommendation question before asking follow-up questions.

Send Surveys at the Right Time

Send transactional surveys right after an interaction. Send relational surveys quarterly or twice a year.

Use Neutral Questions

Avoid questions that push customers toward a certain answer.

Segment Your Results

Break down NPS results by groups such as:

• Customer type
• Product
• Region
• Subscription plan
• Support channel

This helps you see where problems or strengths exist.

Act on Feedback

Follow up with unhappy customers. Their feedback can help you reduce churn and improve the customer experience.

Track Trends Over Time

One NPS score is helpful, but trends are more useful. Tracking NPS over time shows whether your customer experience is improving.

Net Promoter Score Calculator FAQs