Net Promoter Score Calculator | Free Online NPS Calculator

The Net Promoter Score (NPS) is a customer loyalty metric used to gauge how likely customers are to recommend a product, service or company to others. The score is calculated based on the answer to a single question:

“On a scale of 0 to 10, how likely are you to recommend [product/service/company] to a friend or colleague?”

Use our NPS calculator to determine your NPS.

How to Calculate NPS

Collect Feedback

To calculate NPS, you start by collecting feedback from your customers. This can be done through surveys, email campaigns, or even social media.

The key question to ask is:

“On a scale of 0 (least likely to recommend) to 10 (most likely to recommend), how likely are you to recommend our company/product/service to a friend or colleague?”

Segment the Responses:

Categorize the responses into three groups: Promoters (score 9-10), Passives (score 7-8), and Detractors (score 0-6).

Promoters are highly satisfied customers who are likely to promote your brand, while Passives are moderately satisfied and Detractors are dissatisfied customers who may spread negative word-of-mouth.

Calculate the NPS:

To calculate NPS, subtract the percentage of Detractors from the percentage of Promoters. For example, if 60% of respondents are Promoters and 20% are Detractors, the NPS would be 40 (60 – 20).

Or using our free NPS calculator, insert the count of promoters and detractors in the fields provided, as well as the total count of responses received to get your NPS.

Interpretation of NPS (what is a good NPS score)

NPS can range from -100 to +100. A positive NPS indicates a higher proportion of Promoters, reflecting strong customer advocacy. On the other hand, a negative NPS suggests a higher number of Detractors and potential areas for improvement.

NPS benchmarks vary across industries, so it’s essential to compare your score against industry standards for a better understanding of where you rank in the industry.