Net Promoter Score (NPS) Calculator

Calculate NPS from your customer survey data. Understand your customer loyalty score and compare against industry benchmarks.

NPS = % Promoters (9-10 score) - % Detractors (0-6 score) | Score Range: -100 to +100 | Rating: <0=Poor, 0-30=Fair, 30-50=Good, 50-70=Great, 70+=World-class
Example: 150 Promoters, 80 Passives, 70 Detractors, 300 total. Promoters: 50%, Detractors: 23.3%. NPS = 50 - 23.3 = 26.7 (Fair). Industry avg for SaaS is 32. vsBenchmark: -5.3. Need to improve to reach good status.

What is a good NPS score?

Industry benchmarks: -100 to 0 = Poor, 0-30 = OK, 30-50 = Good, 50-70 = Great, 70-100 = World-class. SaaS: 30-50 is good. B2B services: 40-60 is good. Retail: 20-40 is good. Compare to industry specific benchmarks, not general numbers.

How is NPS calculated?

NPS = % Promoters (9-10) - % Detractors (0-6). Respondents scoring 7-8 are Passives and don't count. Score ranges from -100 to +100. You need at least 50+ responses for statistically significant results. Survey question: "How likely are you to recommend us?"

What's the difference between NPS, CSAT, and CES?

NPS = likelihood to recommend (relationship), CSAT = satisfaction with recent interaction (transaction), CES = effort to resolve issue (efficiency). Use all three: NPS for overall health, CSAT for support/product, CES for process improvement.

How do I improve my NPS?

Focus on Detractors first (immediate follow-up), then Passives (encourage promotion). Common drivers: product quality, customer service, value for money, ease of use, reliability. Close the loop - contact detractors to understand issues and fix them.

How many responses do I need for NPS?

Minimum: 50-100 for directional insight. 200+ for statistical reliability. 500+ for accurate benchmarking. The more responses, the more confident you can be in the score. Collect continuously and report rolling averages (last 3-6 months).