What Is Net Promoter Score (NPS)?
Net Promoter Score is a customer loyalty metric developed by Fred Reichheld and Bain & Company in 2003. It measures how likely customers are to recommend your product or service to others on a scale of 0 to 10. NPS has become one of the most widely used benchmarks for customer satisfaction across industries, from SaaS companies to retail chains.
How to Use This NPS Calculator
- Enter the number of survey respondents for each score from 0 to 10.
- Scores are automatically grouped into Detractors (0–6), Passives (7–8), and Promoters (9–10).
- Click “Calculate” to see your NPS, percentage breakdowns, and an overall rating.
Understanding NPS Categories
Respondents are classified into three groups based on their rating. Promoters (9–10) are enthusiastic loyalists who will keep buying and refer others, fueling growth. Passives (7–8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings. Detractors (0–6) are unhappy customers who can damage your brand through negative word-of-mouth.
How NPS Is Calculated
The formula is straightforward: subtract the percentage of Detractors from the percentage of Promoters. Passives count toward the total number of respondents but do not directly affect the score.
NPS = %Promoters − %Detractors
The result ranges from −100 (every respondent is a Detractor) to +100 (every respondent is a Promoter). Generally, a score above 0 is acceptable, above 30 is good, and above 70 is considered world-class.
Frequently Asked Questions
What is a good NPS score?
Any positive score means you have more Promoters than Detractors, which is a solid starting point. Scores between 30 and 70 indicate strong customer loyalty, while anything above 70 is exceptional and typically seen only in companies with passionate customer bases. Keep in mind that benchmarks vary significantly by industry.
How many responses do I need for a reliable NPS?
While there is no hard minimum, most statisticians recommend at least 100 responses for a margin of error below ±10 points. For smaller sample sizes, the score can still be directionally useful, but avoid drawing conclusions from fewer than 30 responses.
How often should I measure NPS?
Many companies measure NPS quarterly or after key touchpoints such as a purchase, onboarding, or support interaction. Tracking NPS over time is more valuable than any single data point because it reveals trends in customer sentiment and the impact of changes you make.