Free NPS Calculator
Enter your Promoters, Passives, and Detractors — get your Net Promoter Score with industry benchmarks, interpretation, and tips to improve.
Calculate Your NPS
Enter the number of respondents in each category from your "How likely are you to recommend?" survey (0-10 scale).
NPS = %Promoters - %Detractors (range: -100 to +100)
How to Use This NPS Calculator
1
Categorize Your Responses
From your 'How likely are you to recommend?' survey, count responses by group: Promoters gave 9-10, Passives gave 7-8, and Detractors gave 0-6.
2
Enter the Numbers
Type the count of Promoters, Passives, and Detractors into the fields above. All three categories are needed for an accurate calculation.
3
Review Your Results
Get your NPS score with a visual gauge, percentage breakdown, interpretation, and recommended actions to improve your score.
What Is Net Promoter Score (NPS)?
Net Promoter Score is a customer loyalty metric created by Fred Reichheld and published in the Harvard Business Review in 2003. It measures customer loyalty with a single question: "On a scale of 0 to 10, how likely are you to recommend [product/company] to a friend or colleague?"
Based on their response, customers are categorized into three groups. Promoters (9-10) are loyal enthusiasts who keep buying and referring others, fueling growth. Passives (7-8) are satisfied but unenthusiastic — they are vulnerable to competitive offers. Detractors (0-6) are unhappy customers who can damage your brand through negative word-of-mouth.
The formula is straightforward: NPS = %Promoters - %Detractors. The result is a score between -100 (every customer is a detractor) and +100 (every customer is a promoter). Unlike CSAT which measures transactional satisfaction, NPS captures overall relationship health and predicts growth through word-of-mouth.
NPS has become the most widely used loyalty metric in business. According to Bain & Company, more than two-thirds of Fortune 1000 companies use NPS. Its popularity comes from simplicity — one question, one number, easy to benchmark. But that simplicity is also its limitation: NPS tells you how loyal customers are, not why. That is why leading product teams pair NPS surveys with continuous feedback collection methods like feature voting boards to understand the reasons behind the score.
Want a deeper dive? Read our full guide on What is NPS, including the history, methodology, and criticism of the framework. Or compare NPS with other metrics in our CSAT vs NPS comparison.
NPS Benchmarks by Industry
Compare your Net Promoter Score against industry averages. Data compiled from Retently, Qualtrics, and other public benchmark reports.
| Industry | Average NPS | Your Score |
|---|---|---|
| SaaS / Software | 31 | -- |
| E-commerce / Retail | 45 | -- |
| Healthcare | 38 | -- |
| Financial Services | 44 | -- |
| Insurance | 35 | -- |
| Telecommunications | 24 | -- |
| Airlines / Travel | 37 | -- |
| Logistics / Shipping | 29 | -- |
| Hospitality / Hotels | 39 | -- |
| Education / EdTech | 34 | -- |
| Consulting / Agencies | 42 | -- |
| Automotive | 39 | -- |
Benchmarks are approximate averages and vary by segment, region, and survey methodology.
How to Improve Your NPS
Follow up with detractors within 24 hours
Speed matters. A quick, empathetic response to a detractor can turn a critic into a promoter. Acknowledge the issue, ask for specifics, and commit to a timeline. Companies that close the loop within 24 hours recover 50% of detractors.
Don't ignore passives — they are your biggest opportunity
Passives are satisfied but not loyal. One great experience converts them to promoters; one bad experience makes them detractors. Survey passives to find out what would make them rate you 9 or 10.
Ask 'why' after every NPS score
The score alone is useless without context. Always follow the 0-10 question with an open-ended 'What is the primary reason for your score?' The qualitative answers are where actionable insights live.
Segment NPS by cohort, plan, and feature usage
An overall NPS of 32 might hide that enterprise customers are at 60 while free-tier users are at -10. Segmenting reveals where to focus — fix the low-scoring segments, protect the high-scoring ones.
Use a voting board alongside NPS surveys
NPS tells you the score. A voting board tells you what to build next. When detractors say 'the product is missing X,' a public voting board lets all customers validate whether X matters to them too. This is how you prioritize what actually moves the needle.
Track NPS trends, not snapshots
A single NPS reading is a snapshot. Track it quarterly and measure the direction. An NPS moving from 15 to 25 over two quarters is better than a static 35. Trends tell you whether your actions are working.
NPS tells you the score. FeaturesVote tells you what to build next.
Pair your NPS data with a feature voting board — when detractors say "the product is missing X," let all customers validate whether X matters. This is how you prioritize what actually moves your NPS. Plans start at $9/mo.
Understanding NPS Categories
Promoters (9-10)
Your most valuable customers. They buy more, stay longer, and refer others. On average, a Promoter has 2x the lifetime value of a Detractor. They are also your best source of product ideas — give them a channel to share feedback and they will tell you exactly how to keep them loyal.
Passives (7-8)
The overlooked middle. They are satisfied enough to stay but not enthusiastic enough to recommend. Passives are the swing vote in your NPS. A single great feature or experience can convert them to Promoters. A competitor's ad can convert them to churned customers. Track what they want using well-designed surveys.
Detractors (0-6)
Customers who are actively unhappy. They churn at higher rates, require more support, and share negative experiences. But detractors are also your clearest signal for improvement. Their complaints point directly to the product gaps that need fixing. A Customer Effort Score survey can help you pinpoint the friction.
When to Send NPS Surveys
There are two types of NPS surveys. Relationship NPS measures overall loyalty — send it quarterly to a random sample of your customer base. Transactional NPS measures loyalty after a specific experience — trigger it after onboarding, major feature adoption, or support resolution.
The biggest mistake teams make is over-surveying. Never send NPS to the same customer more than once per quarter. Declining response rates are a sign of survey fatigue. Between surveys, use a voting board for continuous feedback collection. Your customers can tell you what they need without being asked.
Always follow the NPS question with an open-ended question: "What is the primary reason for your score?" The number alone is vanity — the qualitative response is where actionable insights live. Feed those insights into your product management toolkit to prioritize improvements.
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