What is NPS?

Net Promoter Score (NPS) is a widely used market research metric that measures customer loyalty and satisfaction. It's based on a single question: "How likely are you to recommend our product/service to a friend or colleague?"

How is NPS calculated?

Based on their rating, customers are categorized as:

• Promoters (9-10): Loyal enthusiasts who will keep buying and refer others
• Passives (7-8): Satisfied but unenthusiastic customers vulnerable to competitors
• Detractors (0-6): Unhappy customers who can damage your brand through negative word-of-mouth

The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters:

NPS = % Promoters - % Detractors

The score ranges from -100 (all detractors) to +100 (all promoters).

What's a good NPS score?

Generally, an NPS score above 0 is considered good, above 50 is excellent, and above 70 is world-class. However, scores can vary significantly by industry, so it's best to benchmark against competitors in your specific sector.

How to use this calculator

1. Select a score from 0-10 to indicate how likely you are to recommend the product/service
2. Provide optional feedback about your experience
3. View your calculated NPS score and its interpretation
4. Analyze the breakdown of responses by category