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NPS calculator

Score your Net Promoter Score and benchmark it against your industry — in seconds. Free, no signup to calculate.

Your survey results

Enter your NPS responses

Count how many of your 0–10 ratings fall into each group: promoters (9–10), passives (7–8), detractors (0–6).

Your NPS score
+40Great

Strong loyalty — promoters clearly outweigh detractors. Based on 100 responses.

All industries (average)38 avg
−1000+100

2 points above the all industries (average) average.

Response breakdown
Promoters 55%Passives 30%Detractors 15%

Get your NPS benchmark report

A one-page PDF with your score, your industry benchmark, the full benchmark table, and segmented follow-up questions — yours to share with your team.

Free. No spam, just the report.
The guide

Reading your Net Promoter Score

NPS distils customer loyalty into one number from −100 to +100. Here's how it's worked out, what a good score looks like, how you compare to your industry, and how to move the number.

How it's calculated

NPS comes from a single question — “How likely are you to recommend us?” — answered 0 to 10. Group the answers, take the percentage of promoters, subtract the percentage of detractors, and that's your score.

NPS = % Promoters (9–10) − % Detractors (0–6)

What a good score looks like

Any score above zero means more promoters than detractors. Beyond that, “good” is relative — here's the whole range, and your live result lands on this same scale the moment you calculate.

Needs workBelow 0
Good0 – 29
Great30 – 69
World-class70 – 100
−1000+30+70+100

World-class — Exceptional loyalty. You're in the top tier of any industry.

Great — Strong loyalty — promoters clearly outweigh detractors.

Good — Positive, but with clear room to win over more customers.

Needs work — You have more detractors than promoters — worth digging into why.

How you compare by industry

Averages swing a lot by field — hospitality and ecommerce run high, telecom and utilities run low. Compare against your own field, and against your own past scores.

Software / SaaS40
Ecommerce / Retail45
Financial services / Banking40
Healthcare38
Hospitality / Hotels50
Travel / Airlines35
Telecom / Utilities25
Sources: Retently 2024 & Qualtrics · all-industry average ≈ +38

Turn the score into action

The number only moves when you follow up — and you should ask each group something different. Promoters to amplify, passives to close the gap, detractors to recover. Copy-paste these into your survey.

Promoters9–10

Amplify the love — turn enthusiasm into referrals and proof.

  • What do you love most about working with us?
  • Would you be open to leaving a quick review or sharing your story?
  • Is there anyone you'd recommend us to that we could help?
  • What nearly stopped you from giving us a 10?
Passives7–8

Find the gap — one fixable thing stands between a 7 and a 9.

  • What's the one thing we could do to earn a higher score?
  • Where did our product or support fall short of what you expected?
  • What would make you recommend us without hesitation?
  • Is there a feature or change that would make your life easier?
Detractors0–6

Recover and diagnose — a fast, human reply can save the account.

  • What went wrong, and how can we make it right?
  • What was the most frustrating part of your experience?
  • If you could change one thing about us, what would it be?
  • Can we set up a quick call to understand what happened?

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Questions about NPS

What is NPS (Net Promoter Score)?
NPS, or Net Promoter Score, measures customer loyalty with one question: "How likely are you to recommend us to a friend or colleague?" on a 0–10 scale. Respondents are grouped into promoters (9–10), passives (7–8), and detractors (0–6). NPS is the percentage of promoters minus the percentage of detractors, so it runs from −100 to +100. It's the most widely used single-number measure of long-term loyalty.
How do you calculate NPS?
NPS = % Promoters − % Detractors. Count how many responses scored 9–10 (promoters) and 0–6 (detractors), convert each to a percentage of total responses, then subtract. For example, if 55% are promoters and 15% are detractors, your NPS is +40. Passives (7–8) count toward the total but not the score. The calculator above does this for you — enter your counts and it returns your score plus how it compares to your industry.
What is a good NPS score?
Any score above 0 means you have more promoters than detractors. As a rule of thumb: above 70 is world-class, 30–70 is great, 0–30 is good, and below 0 needs work. The average across all industries sits around +38, but "good" depends heavily on your field — hospitality and ecommerce run higher, telecom and utilities run lower. Compare against your own industry and, just as importantly, against your own past scores to see the trend.
What's the difference between promoters, passives, and detractors?
Promoters (9–10) are loyal enthusiasts who keep buying and refer others. Passives (7–8) are satisfied but unenthusiastic — happy enough to stay, but easily lured away by a competitor. Detractors (0–6) are unhappy customers who can damage your brand through negative word of mouth. NPS only counts promoters and detractors, but passives matter: they're your biggest pool of customers one good experience away from becoming promoters.
What follow-up question should I ask after the NPS rating?
Always pair the 0–10 rating with one open-ended follow-up — it's where the actionable insight lives. Best practice is to ask each group something different: ask promoters what they love and whether they'll refer you, ask passives the one thing that would earn a higher score, and ask detractors what went wrong and how you can make it right. The follow-up library above gives you ready-to-send questions for each group.
NPS vs CSAT — which should I use?
They answer different questions. NPS measures long-term loyalty ("would you recommend us?"). CSAT measures satisfaction with a specific interaction ("how did that go?"). NPS is a relationship metric you send periodically; CSAT is a transactional metric you fire right after a conversation. Many teams track both — use our CSAT calculator for the interaction side and NPS for the loyalty side.
Is this NPS calculator free?
Completely. The calculator, the benchmark comparison, and the follow-up question library are free with no signup. The only thing we ask for an email on is the downloadable PDF benchmark report, a one-page summary you can share with your team.

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