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NPS Calculator

Calculate your Net Promoter Score (NPS) to measure customer loyalty and brand advocacy.

Calculator

Customers who gave a score of 9 or 10.
Customers who gave a score between 0 and 6.
Total number of survey responses received.
NET PROMOTER SCORE
60
Good

Solid performance. You have more fans than critics.

Formula

NPS = ((Promoters - Detractors) ÷ Total Responses) × 100

Worked example

If you have 60 promoters and 15 detractors out of 100 responses, your NPS is: NPS = ((60 - 15) ÷ 100) × 100 = 45.

Number of Promoters (9-10)
60
Number of Detractors (0-6)
15
Total Responses
100

Industry benchmarks

World Class

Exceptional loyalty. Your customers are your strongest marketing engine.

Good

Solid performance. You have more fans than critics.

Needs Improvement

Negative NPS. You are losing more customers through bad experiences than you are gaining through advocacy.

FAQ & key takeaways

How to read this metric

What it measures

Net Promoter Score (NPS) is a gold-standard customer loyalty metric that measures how likely your customers are to recommend your product or service to others. It divides customers into three categories: Promoters (9-10), Passives (7-8), and Detractors (0-6).

Why it matters

NPS is a leading indicator of future growth. A high NPS correlates with lower churn, higher customer lifetime value, and significant organic growth through word-of-mouth referrals. It is the ultimate measure of whether you are building a brand people love.

How to improve NPS

  1. Close the Loop: Reach out to detractors to understand their pain points and solve their problems.
  2. Empower Promoters: Give your fans tools and incentives to share their positive experiences with others.
  3. Analyze Passives: Understand what is preventing “satisfied” customers from becoming “enthusiastic” fans.
  4. Consistency is Key: Ensure a high-quality experience at every touchpoint, from sales to customer support.