Net Promoter Score (NPS) Calculator - Measure Customer Loyalty
Free calculator to determine Net Promoter Score and measure customer satisfaction and loyalty
NPS Calculator
Results
What is Net Promoter Score?
Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend your business to others. It's calculated from a single question: "How likely are you to recommend us to a friend or colleague?" rated 0-10. NPS predicts business growth and customer satisfaction.
This calculator helps with:
- Customer loyalty - Measure customer satisfaction and advocacy
- Growth prediction - Higher NPS correlates with business growth
- Benchmarking - Compare performance against competitors
- Trend tracking - Monitor satisfaction changes over time
- Action planning - Identify areas needing improvement
For comprehensive customer analysis, use our customer lifetime value calculator to understand customer worth.
Track customer retention with our churn rate calculator for complete loyalty insights.
How NPS Calculator Works
The calculation uses this formula:
Where:
- Promoters = Customers rating 9-10 (loyal enthusiasts)
- Passives = Customers rating 7-8 (satisfied but unenthusiastic)
- Detractors = Customers rating 0-6 (unhappy customers)
- NPS Range = -100 to +100 (higher is better)
Passives don't directly affect NPS but represent conversion opportunities to promoters.
Key Concepts Explained
Promoters (9-10)
Loyal customers who actively recommend your business. They drive growth through referrals and repeat purchases.
Passives (7-8)
Satisfied but not enthusiastic. Vulnerable to competitive offers. Focus on converting them to promoters.
Detractors (0-6)
Unhappy customers who may damage brand through negative reviews. Require immediate attention and service recovery.
NPS Score
Ranges from -100 to +100. Positive scores are good, 50+ excellent, 70+ world-class. Industry benchmarks vary.
How to Use This Calculator
Count Promoters
Enter number of 9-10 ratings from survey
Count Passives
Enter number of 7-8 ratings received
Count Detractors
Enter number of 0-6 ratings from responses
View NPS
See score, category, and percentages instantly
Benefits of Using This Calculator
- •Measure Loyalty: Quantify customer satisfaction and likelihood to recommend your business to others.
- •Predict Growth: Higher NPS strongly correlates with revenue growth and business expansion.
- •Benchmark Performance: Compare your score against industry standards and competitors.
- •Track Trends: Monitor changes over time to measure improvement initiative effectiveness.
- •Identify Issues: Detractor feedback highlights areas requiring immediate attention and improvement.
- •Drive Action: Use NPS insights to prioritize customer experience improvements and resource allocation.
Factors That Affect Your Results
1. Survey Timing
When you ask matters. Post-purchase surveys may show higher scores than annual relationship surveys. Time surveys strategically for accurate insights.
2. Response Rate
Low response rates may skew results. Extremely satisfied or dissatisfied customers are more likely to respond. Aim for 30%+ response rate for accuracy.
3. Cultural Differences
Rating tendencies vary by culture. Some cultures avoid extreme scores. Consider regional benchmarks when comparing international NPS scores.
4. Industry Standards
NPS varies significantly by industry. B2B typically scores lower than B2C. Compare against your specific industry benchmark for meaningful insights.
Frequently Asked Questions (FAQ)
Q: What is a good Net Promoter Score?
A: NPS above 0 is acceptable, 20-50 is favorable, 50-70 is excellent, and 70+ is world-class. Scores vary by industry. B2B SaaS averages 30-40, retail 50-60, and tech companies 40-60. Compare against your industry benchmark.
Q: How do I calculate Net Promoter Score?
A: Calculate NPS by subtracting percentage of detractors (0-6 ratings) from percentage of promoters (9-10 ratings). Passives (7-8) don't affect the score. For example, 60% promoters - 20% detractors = NPS of 40.
Q: What do promoters, passives, and detractors mean?
A: Promoters (9-10) are loyal enthusiasts who refer others. Passives (7-8) are satisfied but unenthusiastic, vulnerable to competitors. Detractors (0-6) are unhappy customers who may damage your brand through negative word-of-mouth.
Q: How often should I measure NPS?
A: Measure NPS quarterly or bi-annually for relationship surveys, and after key interactions (purchase, support) for transactional surveys. Regular tracking helps identify trends and measure improvement initiatives' impact.
Q: Can NPS be negative?
A: Yes, negative NPS means more detractors than promoters, indicating serious customer satisfaction issues. Scores from -100 to 0 require immediate attention to customer experience, product quality, and service delivery.
Q: How can I improve my NPS?
A: Improve NPS by: addressing detractor feedback promptly, closing the feedback loop, improving product quality, enhancing customer service, personalizing experiences, and converting passives to promoters through targeted engagement and value delivery.