NPS Calculator
Calculate your Net Promoter Score instantly. Enter your survey responses and get your NPS with a detailed breakdown of promoters, passives, and detractors.
No sign-up required · 100% free · Instant results
Enter Your Responses
Enter the number of responses in each category from your NPS survey.
Loyal enthusiasts who will keep buying and refer others
Satisfied but unenthusiastic customers who are vulnerable to competitors
Unhappy customers who can damage your brand through negative word-of-mouth
Your NPS Score
Enter your survey responses to see your NPS.
Promoters
--
0 responses
Passives
--
0 responses
Detractors
--
0 responses
Total Responses
0
survey responses
What Is Net Promoter Score (NPS)?
Net Promoter Score (NPS) is the gold standard metric for measuring customer loyalty and satisfaction. Developed by Fred Reichheld and introduced in a 2003 Harvard Business Review article, NPS has been adopted by thousands of companies worldwide — from startups to Fortune 500 enterprises — as a reliable predictor of business growth.
NPS is based on a single question: “On a scale of 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?” Based on their responses, customers fall into three categories: Promoters (9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. Passives (7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings. Detractors (0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
The beauty of NPS lies in its simplicity. A single number gives you a clear, actionable snapshot of customer sentiment that you can track over time, compare across segments, and benchmark against your industry. When paired with follow-up questions asking why customers gave their score, NPS becomes a powerful engine for continuous improvement.
How to Calculate NPS
Calculating your Net Promoter Score is straightforward. Follow these steps:
- Survey your customers — Ask the standard NPS question: “On a scale of 0-10, how likely are you to recommend us?”
- Categorize responses — Group respondents into Promoters (9-10), Passives (7-8), and Detractors (0-6).
- Calculate percentages — Determine what percentage of total respondents fall into each category.
- Apply the formula — Subtract the percentage of Detractors from the percentage of Promoters.
The NPS Formula
NPS = % Promoters − % Detractors
For example, if you surveyed 200 customers and received 120 Promoters (60%), 50 Passives (25%), and 30 Detractors (15%), your NPS would be 60% − 15% = 45. Note that Passives are not directly included in the formula, but they do affect the percentages of Promoters and Detractors by increasing the total response count.
What Is a Good NPS Score?
NPS ranges from -100 (every respondent is a detractor) to +100 (every respondent is a promoter). While what constitutes a “good” score varies by industry, here are general benchmarks:
More detractors than promoters. Urgent action is needed to understand and address customer pain points.
More promoters than detractors. You are on the right track, but there is room for improvement.
Strong customer loyalty. Your customers are largely satisfied and willing to recommend you.
World-class customer loyalty. Very few companies achieve this. Your customers are enthusiastic advocates.
NPS Benchmarks by Industry
NPS benchmarks vary significantly across industries. Comparing your score to industry averages gives you a more meaningful picture of your performance than looking at the raw number alone. Here are typical NPS ranges for major industries:
| Industry | Average NPS Range | Rating |
|---|---|---|
| SaaS / Software | 30 - 40 | Good |
| eCommerce / Retail | 35 - 45 | Good |
| Healthcare | 25 - 35 | Good |
| Financial Services | 30 - 40 | Good |
| Insurance | 20 - 30 | Average |
| Telecommunications | 15 - 25 | Average |
| Airlines | 20 - 35 | Average |
| Hospitality / Hotels | 35 - 50 | Good |
| Consulting | 40 - 55 | Great |
| Technology / Consumer | 45 - 65 | Great |
Source: Compiled from industry surveys and publicly available NPS data. Scores may vary based on geography, company size, and survey methodology.
How to Improve Your NPS Score
Improving your NPS requires a systematic approach to understanding and acting on customer feedback. Here are proven strategies:
1. Close the Feedback Loop
Follow up with detractors to understand their concerns. Reach out within 24-48 hours, acknowledge their feedback, and take visible action. Studies show that closing the loop can convert up to 20% of detractors into promoters.
2. Ask Follow-Up Questions
The NPS number alone does not tell you why customers feel the way they do. Add an open-ended follow-up question like “What is the primary reason for your score?” to uncover specific areas for improvement. Tools like Voxley can even conduct AI-powered follow-up interviews to dig deeper.
3. Act on Patterns, Not Individual Scores
Look for recurring themes in feedback rather than reacting to individual responses. Categorize feedback by theme (product quality, customer service, pricing, etc.) and prioritize the areas mentioned most frequently by detractors.
4. Empower Your Front-Line Teams
Share NPS results with customer-facing teams and give them the authority and resources to resolve issues. When support agents can solve problems without escalation, customer satisfaction improves significantly.
5. Leverage Your Promoters
Your promoters are your biggest asset. Encourage them to leave reviews, participate in case studies, or join referral programs. Their advocacy can drive organic growth and improve your overall brand perception.
6. Measure Consistently and Track Trends
A single NPS measurement is a snapshot. Measure regularly (quarterly is a common cadence) and track your score over time. This allows you to see whether your improvement efforts are working and identify seasonal patterns in customer sentiment.
Frequently Asked Questions
Common questions about NPS and how to use this calculator
What is a Net Promoter Score (NPS)?
Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend your product or service to others. It is calculated by subtracting the percentage of detractors (scores 0-6) from the percentage of promoters (scores 9-10). The score ranges from -100 to +100.
How do I calculate NPS?
To calculate NPS, survey your customers asking how likely they are to recommend you on a scale of 0-10. Group responses into Promoters (9-10), Passives (7-8), and Detractors (0-6). Then use the formula: NPS = % Promoters - % Detractors. For example, if 60% are promoters and 20% are detractors, your NPS is 40.
What is a good NPS score?
An NPS above 0 is generally considered good, meaning you have more promoters than detractors. A score above 30 is great, above 50 is excellent, and above 70 is world-class. However, good scores vary by industry — SaaS companies average around 30-40, while consumer brands may average higher.
How often should I measure NPS?
Most companies measure NPS quarterly or after key customer interactions (transactional NPS). Quarterly measurement gives you a reliable trend line, while transactional NPS helps you identify specific touchpoints that need improvement. The key is consistency — pick a cadence and stick with it.
What is the difference between relational and transactional NPS?
Relational NPS measures overall customer loyalty and is typically sent on a regular schedule (quarterly or annually). Transactional NPS is triggered by a specific interaction — like a support ticket resolution or a purchase — and measures satisfaction with that particular experience. Most companies benefit from using both.
Can NPS be negative?
Yes. NPS ranges from -100 to +100. A negative NPS means you have more detractors than promoters, which indicates significant customer satisfaction issues that need to be addressed. If your NPS is negative, focus on understanding why detractors are unhappy through follow-up surveys and interviews.
Start Collecting NPS Survey Responses
Start collecting NPS survey responses with Voxley — free forever. Create beautiful NPS surveys with AI-powered follow-up interviews that uncover the why behind every score.
Get Started FreeNo credit card required · Unlimited surveys · Free forever