NPS Calculator

Net Promoter Score analyzer

Survey Responses

Enter the number of respondents in each category based on their scores (0-10)

Promoters

Score 9-10

Passives

Score 7-8

Detractors

Score 0-6
Net Promoter Score (NPS)
40
Based on 100 respondents
Good
Total Respondents
100
% Promoters
60%
% Passives
20%
% Detractors
20%

NPS Gauge

-100 to 0
Poor
0 to 30
Fair
30 to 70
Good
70 to 100
Excellent

Industry Benchmark Comparison

Customer Distribution

NPS by Industry

NPS Benchmarks by Industry

Average Net Promoter Score benchmarks across different industries

Industry Avg NPS Good NPS Excellent NPS

Benchmark Insights

SaaS

SaaS averages 30-45 NPS. Top performers achieve 60+ NPS

E-commerce

E-commerce averages 40-50 NPS. Amazon leads with 60+ NPS

Retail

Retail averages 30-40 NPS. Luxury brands often score higher

Financial

Financial services average 20-30 NPS. Trust is key factor

Understanding NPS

What is NPS?

NPS (Net Promoter Score) is a customer loyalty metric that measures how likely customers are to recommend your company, product, or service to others. It's based on a single question: "On a scale of 0-10, how likely are you to recommend us to a friend or colleague?"

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

How to Calculate NPS

The NPS calculation is straightforward:

  • Step 1: Calculate % Promoters = (Promoters / Total Respondents) × 100
  • Step 2: Calculate % Detractors = (Detractors / Total Respondents) × 100
  • Step 3: NPS = % Promoters - % Detractors
  • Example: 60% Promoters - 20% Detractors = 40 NPS

NPS Score Ranges

Understanding what your NPS score means:

  • Below 0: Poor - More detractors than promoters
  • 0-30: Fair - Good but room for improvement
  • 30-70: Good - Strong performance
  • 70-100: Excellent - World-class performance
  • Industry Average: Most industries average 20-40 NPS

How to Improve NPS

  • Follow up with Detractors: Understand their issues and fix them
  • Leverage Promoters: Ask for referrals and testimonials
  • Convert Passives: Understand what would make them promoters
  • Close the Loop: Follow up on all feedback, positive and negative
  • Act on Feedback: Make changes based on customer feedback
  • Measure Regularly: Track NPS over time to identify trends

Common NPS Mistakes

  • Not Acting on Feedback: Collecting data but not acting on it
  • Survey Fatigue: Surveying too frequently
  • Ignoring Detractors: Not following up with unhappy customers
  • Gaming the System: Trying to manipulate scores
  • Not Closing the Loop: Not following up on feedback
  • Focusing Only on Score: Not understanding the "why" behind the score

Pro Tips

Measure Regularly

Track NPS quarterly or monthly to identify trends and issues early

Follow Up

Always follow up with detractors to understand and address their concerns

Segment Customers

Analyze NPS by customer segment to identify specific areas for improvement

Benchmark

Compare your NPS with industry benchmarks to understand your position

Understanding Net Promoter Score (NPS)

NPS (Net Promoter Score) is one of the most widely used customer loyalty metrics. It measures how likely customers are to recommend your company, product, or service to others. NPS is a simple yet powerful metric that provides actionable insights into customer loyalty and satisfaction.

NPS Formula

The formula for calculating NPS:

NPS Score Ranges

Understanding what your NPS score means:

How to Improve NPS

Strategies to improve your NPS:

Using This Calculator

Follow these steps:

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