Enter your survey results below to instantly calculate your Net Promoter Score, see your response breakdown, and compare against industry benchmarks.
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Net Promoter Score is the gold standard metric for measuring customer loyalty. Developed by Fred Reichheld and Bain & Company in 2003, NPS answers one simple question: "On a scale of 0-10, how likely are you to recommend us to a friend or colleague?"
Based on their response, customers fall into three categories:
Scored 9 or 10. These are your most loyal and enthusiastic customers. They actively refer others and drive organic growth.
Scored 7 or 8. Satisfied but not enthusiastic. They are vulnerable to competitive offers and unlikely to actively promote your brand.
Scored 0 to 6. Unhappy customers who may damage your brand through negative word-of-mouth and are at high risk of churning.
NPS scores range from -100 (every customer is a detractor) to +100 (every customer is a promoter). Any positive score means you have more promoters than detractors, which is a good foundation to build on.
The NPS formula is straightforward:
NPS Formula
NPS = % Promoters - % Detractors
Here is the step-by-step process:
Example Calculation
You survey 200 customers. 120 are Promoters, 50 are Passives, and 30 are Detractors.
Promoter % = 120 / 200 = 60%
Detractor % = 30 / 200 = 15%
NPS = 60% - 15% = +45
NPS varies widely by industry. Use these benchmarks to understand how your score compares to others in your sector. A "good" NPS in one industry might be considered average in another.
| Industry | Average NPS | Rating |
|---|---|---|
| SaaS / Software | 41 | Great |
| Retail | 44 | Great |
| Healthcare | 38 | Great |
| Restaurants | 42 | Great |
| Hotels / Hospitality | 40 | Great |
| Financial Services | 44 | Great |
| Telecom | 24 | Good |
| E-commerce | 50 | Great |
Benchmarks are approximate averages compiled from public reports by Retently, Qualtrics, and CustomerGauge. Actual scores vary by company size, region, and methodology.
Knowing your NPS is just the starting point. Here are proven strategies to move the needle and turn more customers into promoters.
Reach out to unhappy customers within 24 hours. Acknowledging their feedback and taking visible action can convert detractors into promoters. Studies show that customers whose complaints are resolved quickly become more loyal than those who never had a problem.
Always pair the NPS question with an open-ended follow-up like "What is the primary reason for your score?" This qualitative data reveals the specific issues driving dissatisfaction and the specific strengths delighting your promoters.
Share NPS results with the people who interact with customers daily. When frontline staff understand how their actions affect loyalty scores, they can make real-time improvements. Give them the authority to resolve issues on the spot.
Passives are often overlooked, but they represent your biggest opportunity. They are already satisfied -- they just need a reason to become enthusiastic. Personalized follow-ups, exclusive offers, or simply asking what would make their experience a 10 can tip them over.
Annual NPS surveys miss trends and delay action. Implement ongoing, transactional NPS measurement tied to key touchpoints -- after a purchase, a support interaction, or onboarding completion. Real-time measurement lets you spot issues as they emerge.
Your promoters are willing to advocate for you -- make it easy. Implement referral programs, ask for reviews and testimonials, and invite them into case studies. Happy customers are your most cost-effective marketing channel.
Manual NPS calculation gets tedious fast. Customer Echo automates the entire process so you can focus on improving your score, not calculating it.
Stop calculating NPS by hand. Customer Echo collects feedback, computes your score in real time, and alerts your team when action is needed.