Free NPS Calculator
Net Promoter Score Calculator
Enter your survey responses to instantly calculate your NPS, see your promoter breakdown, and benchmark against industry averages.
Enter your survey responses above to calculate your NPS
NPS Benchmark Guide
What is Net Promoter Score (NPS)?
Net Promoter Score (NPS) is a customer loyalty metric that measures how likely your customers are to recommend your product or service to others. It was developed by Fred Reichheld at Bain & Company and is now the most widely used customer experience metric in the world.
The NPS survey asks one simple question: "On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?" Based on their response, customers are grouped into three categories: Promoters (9–10), Passives (7–8), and Detractors (0–6).
Your NPS is then calculated by subtracting the percentage of Detractors from the percentage of Promoters. The result is a score between -100 and +100 - a simple, comparable signal of customer loyalty that can be tracked over time.
How to Calculate Net Promoter Score
The NPS formula is straightforward:
NPS Formula
NPS = % Promoters − % Detractors
Loyal enthusiasts who will keep buying and refer others. Focus on keeping them happy.
Satisfied but unenthusiastic. Vulnerable to competitive offerings - worth nurturing.
Unhappy customers who can damage your brand through negative word of mouth.
NPS vs CSAT vs PMF
NPS is one of several customer metrics. Knowing when to use each helps you ask the right question at the right time.
Frequently Asked Questions
What is a good Net Promoter Score?
Any positive score is considered good - it means you have more promoters than detractors. A score above 50 is excellent, and above 70 is world-class. Industry averages vary: SaaS companies average around 30–40, while consumer products can range from 20–60.
How many responses do I need for an accurate NPS?
At minimum, 30–50 responses give you directionally useful data. For statistically significant benchmarking, aim for 200+ responses. Small samples can swing wildly - a single detractor in 10 responses will drop your score by 10 points.
How is NPS different from customer satisfaction surveys?
NPS measures long-term loyalty and the likelihood to recommend, making it a leading indicator of growth. Customer satisfaction (CSAT) measures how satisfied a customer is with a specific interaction - it's transactional and more immediate. Both are complementary.
How often should I send an NPS survey?
Most SaaS companies send NPS surveys quarterly or semi-annually to existing customers. Avoid over-surveying - anything more frequent than every 90 days creates survey fatigue and lowers response rates.
What should I do with my NPS results?
Close the loop. Follow up with detractors (0–6) to understand what went wrong. Ask promoters (9–10) for reviews or referrals. Analyze Passive feedback for quick wins. Track score changes over time - the trend matters as much as the absolute number.