NPS Calculator (Net Promoter Score)
Enter your survey counts below. We classify respondents as:
- Promoters: ratings of 9–10
- Passives: ratings of 7–8
- Detractors: ratings of 0–6
What is NPS?
NPS (Net Promoter Score) is a customer loyalty metric based on one key question:
“How likely are you to recommend our product/service to a friend or colleague?”
Customers answer on a scale from 0 to 10. Their rating is then grouped into promoters, passives, and detractors. Because the method is simple, NPS is widely used in SaaS, e-commerce, healthcare, education, and service businesses.
How to do the calcul NPS
Step 1: Segment responses
- Promoters: score 9 or 10
- Passives: score 7 or 8
- Detractors: score 0 to 6
Step 2: Compute percentages
Convert promoter and detractor counts into percentages of total respondents.
Step 3: Apply the formula
NPS = % Promoters − % Detractors
The final score ranges from -100 to +100.
Example calculation
Suppose you receive 200 survey responses:
- Promoters: 120
- Passives: 50
- Detractors: 30
Promoter percentage = 120 / 200 = 60%
Detractor percentage = 30 / 200 = 15%
NPS = 60 − 15 = 45
An NPS of 45 is typically considered very good in many industries.
How to interpret your score
- -100 to 0: Serious customer experience issues.
- 1 to 30: Acceptable, but there is room for improvement.
- 31 to 50: Strong performance.
- 51 to 70: Excellent customer loyalty.
- 71+: World-class customer advocacy.
Interpretation depends on your market. Always compare your score to your own historical trend and direct competitors.
Best practices for reliable NPS analysis
1) Keep your survey timing consistent
If you measure NPS monthly, keep that cadence. Inconsistent timing makes trend analysis harder.
2) Add an open-ended follow-up question
After the score question, ask: “What is the main reason for your rating?” This qualitative insight is often more valuable than the number itself.
3) Segment your results
Break NPS by customer type, product line, acquisition channel, plan level, or region. A single global score can hide major issues.
4) Close the feedback loop
Reach out to detractors, thank promoters, and act on repeated themes. NPS should drive action, not just reporting.
Common mistakes in NPS calculation
- Using raw counts instead of percentages.
- Including passives in the formula.
- Running surveys with too few responses.
- Comparing scores across very different industries without context.
- Tracking score but ignoring customer comments.
Final thoughts
If you want a fast and clear way to measure customer loyalty, calcul NPS is a great starting point. Use the calculator above, track your trend over time, and pair the score with customer comments to uncover what actually drives satisfaction and retention.