Net Promoter Score (NPS) measures customer loyalty with a single question: "How likely are you to recommend us?" (0–10 scale). NPS = % Promoters (9–10) minus % Detractors (0–6). It ranges from -100 to +100. This calculator computes your NPS and compares it to industry benchmarks.
Survey Results
Enthusiastic customers who actively recommend you
Satisfied but not enthusiastic — won't advocate or harm
Unhappy customers who can harm your brand
Breakdown
Industry NPS Benchmarks (2025)
| Technology / SaaS | 35–45 |
| E-commerce / Retail | 45–55 |
| Financial Services | 30–45 |
| Healthcare | 50–65 |
| Telecommunications | 15–30 |
| Hospitality / Travel | 55–70 |
How to Calculate Net Promoter Score
Net Promoter Score is one of the most widely used customer loyalty metrics across industries. This calculator takes your raw survey counts and produces an NPS score with context for interpretation.
Step 1: Collect Survey Responses
Ask customers: "On a scale of 0 to 10, how likely are you to recommend [Company/Product] to a friend or colleague?" Record the number of respondents in each category: Promoters (9–10), Passives (7–8), Detractors (0–6).
Step 2: Enter Response Counts
Enter the number (not percentage) of respondents in each category. The calculator converts to percentages and computes NPS. Minimum recommended sample size is 50 responses for statistical reliability; 200+ for actionable segmentation.
Step 3: Interpret Your Score
NPS above 50 is excellent and puts you in the top quartile of most industries. NPS of 30–50 is strong. NPS of 0–30 is typical for B2B services. Negative NPS means you have more detractors than promoters — a significant churn and growth risk. The most important metric is NPS trend over time: consistent improvement is more valuable than a single high score.
Turning NPS into Action
The real value of NPS is in the follow-up: close-loop response to detractors (reach out within 24–48 hours to understand and address their issues), celebrate and amplify promoter stories, and identify what passives would need to become promoters. High-growth companies often get more value from converting passives (they already like the product) than from trying to recover detractors.
FAQ
Is this NPS calculator free?
Yes, completely free with no signup required. All calculations run in your browser.
How is NPS calculated?
NPS = % Promoters - % Detractors. Promoters score 9 or 10, Passives score 7 or 8, Detractors score 0 through 6. For example, if 60% are promoters and 15% are detractors, NPS = 60 - 15 = 45. Passives are counted in the denominator but not in the NPS formula itself — they reduce the percentage of promoters without being 'detractors.'
What is a good NPS score?
NPS ranges from -100 to +100. General benchmarks: 0–30 = Good, 30–70 = Great, 70+ = Excellent. Industry averages vary significantly: technology companies average around 35–45, financial services around 30–45, healthcare around 58. Apple's NPS is historically around 60–72. The most important comparison is your NPS trend over time and versus direct competitors.
What is the difference between promoters, passives, and detractors?
Promoters (score 9–10) are enthusiastic customers who actively recommend your product — they drive organic growth. Passives (score 7–8) are satisfied but unenthusiastic — they won't advocate but usually won't churn. Detractors (score 0–6) are unhappy customers who can damage your brand through negative word-of-mouth. The goal is to convert detractors to passives and passives to promoters.