Free NPS® Calculator

Calculate your Net Promoter Score instantly. Enter your survey results below to see your NPS, what it means, and how you stack up.

Respondents who scored 9 or 10

Respondents who scored 7 or 8

Respondents who scored 0 to 6

What Is Net Promoter Score℠ (NPS®)?

Net Promoter Score℠ is a customer loyalty metric developed by Fred Reichheld in 2003. It measures how likely your customers are to recommend your product or service to others. NPS® is used by companies of all sizes to track customer satisfaction over time and benchmark against competitors.

To measure NPS, you ask one simple question: "On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?" Based on their responses, customers fall into three groups:

  • Promoters (9-10) are loyal enthusiasts who keep buying and refer others, fueling growth.
  • Passives (7-8) are satisfied but unenthusiastic customers vulnerable to competitive offerings.
  • Detractors (0-6) are unhappy customers who can damage your brand through negative word-of-mouth.

How to Calculate NPS

The NPS formula is straightforward: subtract the percentage of detractors from the percentage of promoters. Passives count toward the total but are not used in the calculation directly.

NPS = % Promoters - % Detractors

The result is a score between -100 and +100. A positive score means you have more promoters than detractors. Generally, any score above 0 is good, above 50 is excellent, and above 70 is world-class.

NPS Score Ranges

Below 0

Needs Work

0 - 30

Good

30 - 70

Great

70 - 100

Excellent

Industry Benchmarks

NPS varies significantly by industry. SaaS companies average around +30, while airlines typically score lower. Consumer brands like Apple and Costco regularly achieve scores above +70. Use these benchmarks to contextualize your own score:

IndustryAverage NPS
SaaS / Software+30
E-commerce+45
Financial Services+35
Healthcare+38
Education+50
Hospitality+40

Ready to measure your NPS?

Use our free NPS survey template to collect responses. BionicForms calculates your NPS automatically and gives you AI-powered insights into what's driving your score.

Use NPS Template Create Free Account

Frequently Asked Questions

What is a good NPS score?
Any NPS above 0 is considered good because it means you have more promoters than detractors. A score between 0 and 30 is good, 30 to 70 is great, and anything above 70 is world-class. However, what counts as "good" depends on your industry -- SaaS averages around +30, while top consumer brands can reach +80.
How many responses do I need for a reliable NPS?
For a statistically meaningful NPS, aim for at least 100 responses. With fewer than 30 responses, your score can swing dramatically with each new answer. Larger sample sizes give more stable, trustworthy results. If your customer base is small, survey everyone rather than a sample.
How often should I measure NPS?
Most companies measure NPS quarterly, which balances actionability with respondent fatigue. Fast-moving startups and SaaS companies may survey monthly. Avoid surveying the same customers more than once per quarter to prevent survey fatigue and declining response rates.
What's the difference between NPS and CSAT?
NPS measures long-term loyalty ("Would you recommend us?") while CSAT measures satisfaction with a specific interaction ("How satisfied were you with this experience?"). NPS predicts future behavior and growth; CSAT helps diagnose specific touchpoint issues. Most teams benefit from tracking both.
How do I improve a low NPS score?
Start by analyzing detractor feedback to identify common complaints. Prioritize fixing the top 2-3 issues that detractors mention most. Follow up with detractors personally to show you're listening. For passives, identify what would turn them into promoters. Small improvements in response time, product quality, or support often have outsized impact on NPS.