Net Promoter Score® Calculator

Use our NPS® calculator below to instantly compute your score and discover what it reveals about your business health. Learn how to interpret results, avoid common mistakes, and improve customer experience.

Calculate your NPS

Enter the number of Promoters, Passives, and Detractors to calculate your NPS:

Promoters(9 to 10)
Passives(7 to 8)
Detractors(0 to 6)
Enter your data to calculate your NPS

What is NPS and how is it calculated

The Net Promoter Score is a key metric used to gauge customer loyalty by asking a simple question:

How likely are you to recommend our product or service to a friend or colleague?

The responses classify customers into three groups:

Promoters

are loyal enthusiasts.

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Passives

are satisfied but unenthusiastic.

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Detractors

are unhappy customers.

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Net Promoter Score formula:

Subtract the percentage of detractors from the percentage of promoters. The result is a score that ranges from -100 to 100.

NPS = %Promoters - %Detractors

What is a good NPS

A good Net Promoter Score depends on your industry and business particularities.  Use these ranges as a practical guide to interpret your NPS score:

Below 0:More Detractors than PromotersPoor
0 to 30:Acceptable but needs attentionFair
30 to 50:Above average, solid customer relationshipsGood
50 to 70:Strong performance with room for improvementExcellent
Above 70:World-class customer loyaltyExceptional

Rather than focusing solely on absolute numbers, track your NPS trend over time and compare yourself to direct competitors when possible. Remember to segment. A global score can hide pockets of churn risk. Break down NPS by customer lifecycle stage, product line, region, pricing plan, or support channel to find specific opportunities.

How Often Should You Measure NPS

The frequency of your Net Promoter Score survey depends on your business model and customer interaction patterns. Consistent measurement is key to tracking customer loyalty trends.
Best practices suggest:

Regular Intervals

Relationship NPS

Measuring NPS quarterly or biannually. Ideal for most B2B companies and subscription services

After Specific Interactions

Transactional NPS

Conducting surveys after customer support interactions, purchases, product launches, etc.

Avoid Survey Fatigue

Do not survey the same person more than every 60 to 90 days unless there is a major product change or a significant new interaction with your business.

Next steps after collecting NPS feedback

Calculating NPS is just the first step. Here’s how to turn your results into actionable insights:

Identify key drivers

Find out why your customers are Promoters or Detractors.

Follow up with Detractors

Ask for feedback and resolve their pain points quickly.

Reach out to Passives

Ask what would make their experience a 9 or 10.

Thank your Promoters

Encourage referrals or reviews from your happiest customers.

Track trends over time

Run NPS surveys regularly to measure the improvement in your customer experience.

Segment results by touchpoint

Compare NPS after purchases, support tickets, or onboarding experiences.

Best Practices & Common Mistakes

NPS Survey Best Practices

Ask the standard NPS question and keep the 0 to 10 scale unchanged.

Ask one open-ended question, such as: What is the main reason for your score?

Keep surveys short to improve response rates; 1 to 3 questions is ideal.

Target the right moment, such as after the value is delivered or after a support resolution.

Use channels your customers prefer - email, in-app, SMS, or chat.

Keep layout clean and mobile-friendly.

Respect opt-outs and privacy preferences.

Enrich with metadata such as plan, region, or lifecycle stage to enable actionable analysis.

Common NPS Mistakes to Avoid

Changing the scale from 0 to 10 or rewriting the core question.

Over-surveying the same customers too frequently.

Ignoring Passives who can be converted with small improvements.

Focusing only on the score instead of reading the comments.

Sampling bias, such as only surveying power users or a single region.

Slow follow-up that misses the window to recover Detractors.

Comparing across industries - NPS benchmarks vary by industry; compare within your sector

NPS vs CSAT vs CES

Understand the differences between customer experience metrics and use them together for a full picture.

NPS

Net Promoter Score measures customer loyalty and likelihood to recommend.

Best for:

Long-term relationship health and growth potential

CSAT

Customer Satisfaction Score measures satisfaction with a specific interaction or product.

Best for:

Immediate feedback on specific experiences

CES

Customer Effort Score measures how easy it is to interact with your company.

Best for:

Identifying friction points in the customer journey

Improve Your NPS Strategy
with Retently

Use Retently to automate NPS surveys, analyze customer feedback, and identify opportunities for improvement across every customer touchpoint. Turn insights into action and watch your customer loyalty grow.