Net Promoter Score (NPS) Calculator
Calculate your NPS score to measure customer or stakeholder loyalty.
Net Promoter Score
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Understanding Net Promoter Score
What is NPS?
Net Promoter Score (NPS) measures customer loyalty by asking how likely they are to recommend your product (0-10 scale). It predicts business growth.
- Promoters (9-10): Loyal fans who drive growth
- Passives (7-8): Satisfied but vulnerable
- Detractors (0-6): Unhappy customers who hurt brand
The Formula
Worked Example
Industry Benchmarks
- >70: World-class (Apple, Amazon)
- 50-70: Excellent
- 0-50: Good
- <0: Needs improvement
Pro Tips
- Follow up: Ask detractors WHY they scored low
- Track trends: Monthly NPS matters more than single score
- Segment data: Break down by customer type
❓ Frequently Asked Questions
What is a good Net Promoter Score (NPS)?
Generally, any score above 0 is good, above 50 is excellent, and above 70 is world-class.
How are passives handled in NPS?
Passives (scores of 7 or 8) are excluded from the percentage calculation but are included in the total number of respondents.
Why use percentages for NPS?
Percentages allow you to compare customer loyalty across different regions or product lines regardless of the number of responses.
🔍 Authoritative References
For more information about professional and project management calculations, consult these trusted sources:
- Project Management Institute - Project management standards and best practices
- OSHA - Workplace safety standards and guidelines
- ISO Standards - International quality and process standards