Net Promoter Score Calculator
Net Promoter Score (NPS) is the most widely used measure of customer loyalty in the world. It is based on a single question: "On a scale of 0 to 10, how likely are you to recommend this product to a friend or colleague?" Respondents who score 9 or 10 are Promoters - loyal advocates likely to drive referrals. Those scoring 7 or 8 are Passives - satisfied but not enthusiastic. Those scoring 0 to 6 are Detractors - unhappy customers who may damage your brand. NPS is calculated as the percentage of Promoters minus the percentage of Detractors, giving a score between -100 and +100.
NPS formula
Total = Promoters + Passives + Detractors
NPS = (Promoters / Total * 100) - (Detractors / Total * 100)
NPS ranges from -100 (all respondents are Detractors) to +100 (all respondents are Promoters).
NPS benchmarks
- Below 0: more Detractors than Promoters - urgent attention needed.
- 0 to 20: positive but below average for most industries.
- 20 to 50: good - above industry average for many B2B SaaS companies.
- 50 to 70: excellent - top-quartile customer loyalty.
- 70+: world-class - comparable to leading consumer brands.
NPS: frequently asked questions
What is Net Promoter Score (NPS)?
NPS measures customer loyalty and likelihood to recommend. Respondents rate 0 to 10. Scores of 9 to 10 are Promoters, 7 to 8 are Passives, and 0 to 6 are Detractors. NPS = % Promoters - % Detractors.
What is a good NPS score?
NPS ranges from -100 to +100. Above 0 is generally positive. Above 20 is good. Above 50 is excellent. Above 70 is world-class. Benchmarks vary by industry; B2B SaaS averages around 30 to 40.
How often should I measure NPS?
Transactional NPS is measured after a key interaction (purchase, support ticket). Relationship NPS is measured quarterly or annually to track overall loyalty trends over time.
What is the difference between NPS and CSAT?
NPS measures loyalty and likelihood to recommend, predicting long-term behavior. CSAT (Customer Satisfaction Score) measures satisfaction with a specific interaction. Both are useful but serve different purposes.
How do I improve my NPS?
Close the loop with Detractors to understand and fix pain points, engage Passives with targeted outreach, amplify Promoters through referral programs, and systematically address the top feedback themes driving low scores.
Sources
- U.S. Federal Trade Commission: Business Guidance Resources.
- U.S. Small Business Administration: Manage Your Finances.
Reviewed by the CalculatorHub team, edited by James Graham, 14 June 2026. See our methodology.