NPS Calculator
Enter your survey responses and compare against industry benchmarks. Free, no signup required.
Survey responses
NPS = % Promoters - % Detractors
Your score
Enter data to see your score
Background
Net Promoter Score (NPS) measures customer loyalty by asking one question: "How likely are you to recommend us to a friend or colleague?" Respondents answer on a scale of 0 to 10.
Respondents are grouped into three categories: Promoters (9-10) are loyal enthusiasts who will keep buying and refer others. Passives (7-8) are satisfied but unenthusiastic. Detractors (0-6) are unhappy customers who can damage your brand through negative word-of-mouth. Your NPS is the percentage of promoters minus the percentage of detractors, giving a score from -100 to +100.
How to use NPS
The NPS survey is a single question. Short surveys get higher response rates and more reliable data.
Measure NPS quarterly to spot trends. A rising score means your product improvements are landing with customers.
Break down NPS by customer plan, tenure, or feature usage to find where loyalty is strongest and weakest.
Benchmarks
Average NPS scores vary significantly by industry. Use these as a reference point, but focus on improving your own score over time rather than chasing a specific number.
Improvement
Reach out to detractors within 24 hours. Understand their concerns and fix systemic issues. A detractor who feels heard can become a promoter.
Passives are one experience away from becoming promoters. Identify what would delight them — faster support, a missing feature, better onboarding.
Tell customers when you act on their feedback. Users who see their input leading to changes are more likely to recommend your product.
Send NPS surveys after meaningful interactions — not during onboarding when opinions are still forming, and not during an outage when frustration is high.
FAQ
Any NPS score above 0 means you have more promoters than detractors. A score above 30 is generally considered good, above 50 is excellent, and above 70 is world-class. Benchmarks vary by industry — SaaS companies average around 30-40, while consumer brands can reach 50-70. The most important thing is to track your score over time and focus on improvement.
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. Respondents who rate you 9-10 are promoters, 7-8 are passives, and 0-6 are detractors. For example, if 60% of respondents are promoters and 20% are detractors, your NPS is 40. Passives are not included in the calculation but affect the overall percentages.
NPS measures overall loyalty and likelihood to recommend your product, while CSAT measures satisfaction with a specific interaction or experience. NPS is relational — it predicts long-term customer behavior and word-of-mouth. CSAT is transactional — it tells you how happy customers are with a specific touchpoint. Most product teams track both.
Most companies measure NPS quarterly or semi-annually to track trends without causing survey fatigue. Some teams run continuous NPS by surveying a rotating sample of users each week. Avoid surveying the same customer more than once per quarter. Transactional NPS (after specific events like onboarding) can be measured more frequently.
The NPS survey asks one question: "How likely are you to recommend us to a friend or colleague?" on a scale from 0 to 10. Respondents are grouped into three categories: Promoters (9-10) who are loyal enthusiasts, Passives (7-8) who are satisfied but unenthusiastic, and Detractors (0-6) who are unhappy and may damage your brand through negative word-of-mouth.
Focus on converting detractors and passives. Follow up with detractors to understand their concerns and fix systemic issues. For passives, identify what would make them enthusiastic enough to recommend you. Close the feedback loop — tell customers when you act on their input. A structured feedback platform helps you track these improvements over time.
Quackback is the open-source feedback platform. Collect requests, share roadmaps, and publish changelogs in one place.
Get started