Enter how many respondents fall into each group to instantly calculate your Net Promoter Score.
Net Promoter Score is a single-number metric that tells you how likely your customers are to recommend your product, service, or brand to someone else. It comes from asking one simple question: "On a scale of 0-10, how likely are you to recommend us to a friend or colleague?"
Every respondent is sorted into one of three groups based on the number they pick:
NPS strips away the noise of a typical satisfaction survey and reduces customer sentiment to one comparable, trackable number — which is why it's become the standard loyalty metric for product, support, and CX teams.
Once you have your responses sorted into promoters, passives, and detractors, the formula is straightforward:
NPS is always expressed as a whole number between -100 (every respondent is a detractor) and +100 (every respondent is a promoter) — never as a percentage.
Say you collect 150 responses: 80 promoters, 40 passives, and 30 detractors.
You can skip the manual math entirely by plugging your own promoter, passive, and detractor counts into the calculator above — it updates instantly as you type.
Because NPS is a relative metric, "good" depends heavily on your industry and how mature your customer experience program is. As a general rule of thumb:
| Score range | What it means |
|---|---|
| Above 70 | World-class — your customers are your best sales channel |
| 50 to 70 | Excellent — strong loyalty with room to refine the detractor experience |
| 0 to 50 | Good — more promoters than detractors, but there's clear room to grow |
| Below 0 | Needs attention — detractors currently outnumber promoters |
Rather than fixating on a single benchmark, most teams get more value from tracking their own NPS trend over time and comparing it against direct competitors in the same category.
A single NPS number is only useful if you act on it. A few practices that consistently move the needle:
No. CSAT measures satisfaction with a specific interaction (like a support ticket), while NPS measures overall loyalty to your brand and how likely someone is to recommend you. They're complementary, not interchangeable.
There's no hard minimum, but scores based on fewer than 30-50 responses can swing wildly with each new answer. Use our Sample Size Calculator to estimate how many responses you need for your audience size.
Relational NPS (sent periodically, e.g. quarterly) measures overall brand loyalty. Transactional NPS (sent right after a specific interaction) pinpoints exactly which touchpoints are helping or hurting that loyalty. Most mature programs run both.
Yes — any time detractors outnumber promoters, your score will be negative. It's a signal to prioritize fixing the root causes of dissatisfaction before investing in growth.