NPS Calculator

What is Net Promoter Score (NPS)?

Net Promoter Score is a customer loyalty metric created by Fred Reichheld at Bain & Companyin 2003. It measures how likely your customers are to recommend your product or service to others. The score ranges from -100 to +100 and is based on a single survey question:

Based on their response, customers fall into one of three groups:

• Promoters (9-10): Loyal enthusiasts who will keep buying and refer others, fueling growth.
• Passives (7-8): Satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
• Detractors (0-6): Unhappy customers who can damage your brand through negative word-of-mouth.

NPS has become the most widely used customer experience metric in the world. Companies like Apple, Amazon, and Tesla use it to track customer sentiment and predict business growth. Its simplicity makes it easy to benchmark across teams, products, and time periods.

How NPS is Calculated

The NPS formula is straightforward. You only need the number of responses in each group.

Step 1: Calculate percentages

• % Promoters = (Number of Promoters / Total Responses) x 100
• % Detractors = (Number of Detractors / Total Responses) x 100

Step 2: Subtract Detractors from Promoters

Example

You survey 200 customers. 120 are Promoters, 50 are Passives, and 30 are Detractors.

1. % Promoters = (120 / 200) x 100 = 60%
2. % Detractors = (30 / 200) x 100 = 15%
3. NPS = 60 - 15 = +45

Notice that Passives are not part of the formula. They count toward the total number of responses (which affects the percentages), but they do not directly add or subtract from the score.

What is a Good NPS Score?

NPS scores range from -100 (every respondent is a Detractor) to +100 (every respondent is a Promoter). Here is how to interpret your score:

Context matters. A score of +30 might be below average for a luxury brand but excellent for an internet service provider. Always compare your NPS against your own industry benchmarks and track trends over time rather than fixating on a single number.

NPS Score Benchmarks by Industry

Average NPS varies significantly across industries. Here are typical benchmarks based on published survey data:

These figures shift year over year. Use them as a starting reference, not a fixed target. The most valuable comparison is your own NPS over time.

How to Improve Your NPS

Improving NPS requires acting on the feedback behind the score. The number itself is just a signal. Here is how to turn it into action:

• Follow up with Detractors: Reach out within 24-48 hours. Ask what went wrong and what would make it right. Many Detractors become Promoters when they see you care enough to listen. Ignoring Detractors is one of the fastest ways to increase churn. Use a churn rate calculator to track whether your follow-up efforts are reducing customer loss.
• Close the feedback loop: When customers report issues and you fix them, let them know. This builds trust and shows their voice has impact. Tools like feeqd make this easy by connecting feedback to your product roadmap.
• Identify patterns: Look for recurring themes across Detractor comments. A single issue mentioned by 20 people is a bigger priority than 20 unique complaints.
• Engage your Promoters: Ask Promoters for reviews, referrals, or case studies. They are already advocates; give them easy ways to share their experience.
• Survey at the right moments: Timing affects responses. Send NPS surveys after key milestones (onboarding, support resolution, renewal) rather than random intervals.
• Collect qualitative feedback alongside NPS: Add an open-ended follow-up question like "What is the primary reason for your score?" The number tells you where you stand; the comments tell you why.

NPS vs CSAT vs CES

NPS is one of three widely used customer experience metrics. Each measures something different:

Most teams use NPS for strategic, big-picture loyalty tracking and CSAT or CES for tactical, touchpoint-level improvements. They complement each other well. Running all three at different points in the customer journey gives you the fullest picture of customer experience.

Frequently Asked Questions