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Net Promoter Score (NPS) Calculator

Calculate your NPS from survey responses and benchmark it against your industry.

NPS = % Promoters (9–10) − % Detractors (0–6). Ranges from −100 to +100. It's the single most widely used customer loyalty metric. NPS correlates strongly with revenue growth — companies with NPS 20+ points above competitors grow revenue at 2× the rate.

Promoters (scored 9–10)

Customers who gave you a 9 or 10

Passives (scored 7–8)

Customers who gave you a 7 or 8

Detractors (scored 0–6)

Customers who gave you a 0 to 6

The Formula

NPS = % Promoters − % Detractors

In plain English

NPS = (Promoters / Total) × 100 − (Detractors / Total) × 100.

Worked Example

120 promoters, 80 passives, 50 detractors. Total = 250. Promoters: 48%. Detractors: 20%. NPS = +28.

Acting on NPS Feedback

NPS is only valuable if you close the loop. Standard process: (1) Detractors — contact within 24–48 hours, understand the issue, attempt to resolve. (2) Passives — identify the 1–2 things that would make them promoters, often feature gaps or support quality. (3) Promoters — ask for reviews, referrals, or case studies while sentiment is high.

The most actionable NPS metric is not the score itself but the trend over time. A score improving from +15 to +35 over 12 months is more valuable than a static +40.

+47

Average B2B software NPS (Bain 2025)

+20

NPS gap vs competitors correlates with 2× growth

48 hrs

Target detractor follow-up window

30–90 days

Recommended NPS survey frequency

NPS Benchmarks by Industry (2026)

Industry	Poor	Average	Good
B2B Software / SaaS	< 20	30–50	60+
Consumer apps	< 10	20–40	50+
E-commerce	< 20	30–55	65+
Financial services	< 10	20–35	50+

Source: Bain & Company NPS Benchmark 2025 · Medallia CX Report

Common Mistakes

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Surveying only at renewal or churned

Selective survey timing biases NPS. Survey regularly (every 30–90 days for active users) and on key moments (30 days after onboarding, after support interactions) for representative data.

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Not following up with detractors

An NPS survey without a detractor follow-up process is noise. Every detractor represents a churn risk and a chance to learn. Closing the loop with detractors can recover 15–20% of at-risk customers.

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Treating NPS as the only CX metric

NPS measures loyalty. CSAT measures satisfaction with a specific interaction. CES measures effort. All three together give a complete picture. NPS alone misses interaction-level problems.