NPS Calculator
Enter the number of promoters, neutrals and detractors. NPS is calculated automatically with zone classification.
What is NPS?
NPS (Net Promoter Score) is the most widely used metric to measure customer loyalty. Created in 2003, it starts from a single question: “On a scale of 0 to 10, how likely are you to recommend our company to a friend?” People who answer 9 or 10 are classified as promoters, 7 or 8 are passives, and 0 to 6 are detractors. Unlike surveys such as CSAT or CES, which measure point-in-time satisfaction or effort, NPS captures willingness to recommend — a strong signal of retention and organic growth. For a deeper intro, read our quick guide on what NPS is.
How do you calculate NPS?
The formula is simple: NPS = % promoters − % detractors. The result ranges from −100 to +100. For example: in a survey with 200 responses, if you have 120 promoters (60%), 40 passives (20%) and 40 detractors (20%), your NPS is 60 − 20 = 40. The score is then interpreted across five benchmark zones. For a deeper dive on the formula and step-by-step, see the guide on how to calculate NPS. Once calculated, it pays off to automate collection via Email, WhatsApp or Embed so you can track NPS evolution over time without manual work.
| Zone | Range | Meaning |
|---|---|---|
| Excellent | ≥ 70 | World class. Highly loyal customers and advocates. |
| Great | 50 to 69 | Strong performance. Promoters clearly outnumber detractors. |
| Good | 30 to 49 | Healthy result. Clear room to grow. |
| Fair | 0 to 29 | Caution. Promoters and detractors are almost tied. |
| Risk zone | Below 0 | Critical. More detractors than promoters. |
Frequently asked questions about NPS
What is a good NPS?
An NPS above 50 is considered great and above 70 is world class. But benchmarks depend on the sector: B2B SaaS sits around 30–40, retail around 50–60 and financial services around 20–30. Always compare against your industry, not an absolute number.
What is the difference between NPS, CSAT and CES?
NPS measures overall loyalty and willingness to recommend. CSAT measures point-in-time satisfaction after an interaction (support, purchase). CES measures the effort a customer had to solve something. The three surveys complement each other and measure different experience angles.
How many responses are needed for a reliable NPS?
For statistical stability, aim for at least 100 responses per measurement period. Below that, the result swings a lot with few votes. Smaller companies can use 90-day rolling windows to accumulate enough volume.
How often should I measure NPS?
For relational NPS (overall base), measure quarterly or semi-annually. For transactional NPS (after a specific interaction), send it right after the event. Avoid surveying the same person more than once every 90 days to prevent fatigue.
How do I increase NPS survey response rates?
Use a short, personal subject line, send at the best time for your audience, use multiple channels (Email, WhatsApp, Embed), keep the survey to one or two questions max and close the loop with low scorers. Short WhatsApp surveys can reach 40% response rates.
Do passives (7 and 8) count in the NPS score?
They don't enter the score directly (which subtracts detractors from promoters), but they count in the response total — which reduces the percentage of the other groups. Passives are satisfied but not loyal enough to recommend.
Does NPS replace other experience metrics?
No. NPS is great as a top-line indicator, but doesn't explain why the customer answered that way. Combine it with CSAT (point-in-time satisfaction), CES (effort) and open-ended comments analyzed with AI sentiment for the full picture.
Go beyond the calculator.
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