NPS calculator

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.

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.

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.

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.

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.

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.

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.