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NPS Calculator

Net Promoter Score reduces a single survey question, how likely are you to recommend us, into one number: the share of enthusiastic promoters minus the share of unhappy detractors.

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NPS

45

What This Means

Above 0 is positive, above 30 is generally considered good, above 70 is considered excellent, benchmarks vary by industry.

Want the full picture, not just this one number?

Try the Customer Retention Calculator

The Formula

NPS = % Promoters (score 9 to 10) - % Detractors (score 0 to 6)

Why It Matters

NPS is widely tracked because it's a leading indicator: dissatisfaction that hasn't yet shown up as churn or a support ticket often shows up in NPS first, since it directly asks how customers feel rather than waiting to observe what they do.

Example

A survey of 200 customers gets 120 promoters (60%) and 30 detractors (15%), with the rest passive. NPS is 60 minus 15, which equals 45, generally considered a strong score.

Frequently Asked Questions

  • Scores above 0 are positive, above 30 is generally considered good, and above 70 is considered excellent, though benchmarks vary meaningfully by industry.

  • Passives are neither actively promoting nor detracting, so the formula focuses on the two groups with the strongest, most actionable signal rather than diluting the score with a neutral middle.

Related Calculators

Customer Retention Rate CalculatorChurn Rate Calculator

From the Glossary

Net Promoter Score (NPS)Customer Satisfaction Score (CSAT)Customer Effort Score (CES)
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