📊 NPS Calculator
Measure customer loyalty by calculating the Net Promoter Score from survey responses.
How to Use This Calculator
Collect NPS Survey Responses
Ask customers how likely they are to recommend you on a scale of 0 to 10.
Categorize Responses
Group scores 9-10 as promoters, 7-8 as passives, and 0-6 as detractors.
Enter Counts
Input the number of respondents in each category and hit calculate.
Interpret Results
Review your NPS score alongside the response mix to identify improvement opportunities.
Formula
NPS = % Promoters − % Detractors
% Promoters = (Number of Promoters ÷ Total Responses) × 100
% Detractors = (Number of Detractors ÷ Total Responses) × 100
Passives are excluded from the NPS formula but influence overall percentages.
NPS is expressed on a scale from -100 to +100. Positive scores indicate more promoters than detractors, while negative scores signal urgent issues in customer experience.
Full Description
The Net Promoter Score (NPS) is a benchmark for customer loyalty pioneered by Bain & Company. It provides a simple, comparable metric for tracking how customers feel about your brand and whether they are likely to advocate for it.
Companies track NPS over time to gauge the impact of product launches, support improvements, or service issues. Segmenting by customer cohort, region, lifecycle stage, or product line reveals where to focus retention efforts.
Why NPS Matters
- Correlates with revenue growth and customer lifetime value.
- Highlights friction in onboarding, support, or product experience.
- Provides a standard metric for benchmarking across industries.
- Drives closed-loop feedback programs to reduce churn.
Frequently Asked Questions
What is considered a good NPS?
Scores above 0 are positive, 50+ is excellent, and 70+ is world-class. Benchmark against your industry for context.
How often should I survey customers?
Many companies run quarterly or biannual relationship surveys and trigger transactional surveys after key touchpoints.
Should I include passives in the score?
Passives do not affect the NPS calculation directly but provide insight into customers on the fence—monitor them closely.
How can I improve NPS?
Analyze detractor feedback for recurring issues, close the loop with responders, and invest in quick wins that remove friction.