Net Promoter Score Calculator

Frequently Asked Questions

What is Net Promoter Score (NPS)?

NPS = % Promoters (9-10 ratings) - % Detractors (0-6 ratings). 7-8 are "Passives," excluded from calculation. Range: -100 to +100. Any positive score is acceptable; >50 is excellent; >70 is world-class.

What's a good NPS by industry?

Software: 30-50. SaaS: 30-50. Retail: 30-40. Banking: 20-40. Telecom: 0-30. Tesla, Apple, Costco: 70-80+. Compare to industry, not cross-industry. Track your trend more than absolute number - improvement matters most.

Is NPS still useful?

Yes, despite criticism. Best for tracking trends over time and segmenting customers. Don't over-interpret single scores or rely on NPS alone. Pair with: customer satisfaction (CSAT), Customer Effort Score (CES), and qualitative feedback for full picture.

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Business Information Disclaimer: Estimates only. Not professional business advice.

This calculator provides estimates for informational purposes only. Business results vary by industry, market conditions, and execution. Not a substitute for professional business consulting, accounting, or legal advice. Consult qualified professionals before making business decisions.

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How This Calculator Works

Net Promoter Score comes from one question: "How likely are you to recommend us?" on a 0–10 scale. Respondents split into Promoters (9–10), Passives (7–8), and Detractors (0–6). This tool computes NPS = (% Promoters − % Detractors), rounded to a whole number - passives are counted in the total but contribute zero. The result ranges from −100 to +100 and is graded here from "Critical" (below 0) up to "Excellent" (70+). Enter raw counts of each group, not percentages.

Why Passives Count but Don't Score

A 7 or 8 looks positive but NPS deliberately gives it zero weight. The logic: passives are satisfied-but-unattached - they won't evangelize and they'll defect for a better offer. They still enlarge the denominator, so a wall of passives dilutes your score even with few detractors. This is the metric's point: it rewards advocacy, not mere satisfaction. The largest score gains usually come from converting passives to promoters, not from rescuing detractors - passives are closer to the line.

Benchmarks - and Why They Mislead

Below 0: more detractors than promoters - a retention emergency.

0–30: common for many industries; "okay," not safe.

30–50: good; healthy loyalty.

50–70: great; strong word-of-mouth engine.

70+: world-class - rare, and largely industry-dependent (a good airline NPS would be a poor SaaS NPS).

Only compare against your own trend and direct competitors using the same methodology - cross-industry comparison is mostly noise.

The Statistical Traps

NPS is volatile at small sample sizes - with 30 responses the confidence interval can span 20+ points, so a "swing" is often just noise; aim for 100+ responses before trusting a move. It is also a lossy single number: an NPS of 30 from 65% promoters / 35% detractors (polarized) is a very different business from 30% promoters / 70% passives (apathetic) - always read the segment breakdown this tool shows, not just the headline. Watch for sampling bias too: surveying only recent buyers or only after support tickets skews the result.

Common Mistakes

Acting on tiny samples - treat sub-100 response NPS as directional at best.

Ignoring the "why" - the follow-up verbatim drives improvement; the number alone is just a thermometer.

Gaming the survey - cherry-picking happy customers inflates the score and blinds you to real churn risk.

Comparing across industries or methods - only same-method, same-segment, over-time comparisons are valid.

Net Promoter Score Calculator

Frequently Asked Questions

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