NPS Calculator (Net Promoter Score)

Category: Entertainment
- June 16, 2025
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Calculate your organisation's Net Promoter Score (NPS) based on customer survey responses. The NPS measures customer loyalty and satisfaction on a scale from -100 to +100.

Survey Responses

The NPS survey asks customers: "On a scale of 0-10, how likely are you to recommend our product/service to others?"

Detractors
0-6
Passives
7-8
Promoters
9-10
1

Display Options

About Net Promoter Score (NPS)

The Net Promoter Score (NPS) is a widely used market research metric that measures customer experience and predicts business growth. It was developed by Fred Reichheld, Bain & Company, and Satmetrix.

How NPS Works

NPS is based on a single question: "On a scale of 0-10, how likely are you to recommend our product/service to others?"

  • Promoters (score 9-10): Loyal customers who will keep buying and refer others
  • Passives (score 7-8): Satisfied but unenthusiastic customers who are vulnerable to competitive offerings
  • Detractors (score 0-6): Unhappy customers who can damage your brand through negative word-of-mouth

The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters:

NPS = % Promoters - % Detractors
Interpreting NPS Results
  • -100 to 0: Needs improvement - many customers are unhappy
  • 0 to 30: Good - more promoters than detractors
  • 30 to 70: Great - significantly more promoters than detractors
  • 70 to 100: Excellent - world-class customer loyalty

Industry benchmarks vary, but generally an NPS above 0 is considered acceptable, above 20 is favourable, and above 50 is excellent.

Understanding the NPS Calculator

The NPS Calculator, or Net Promoter Score Calculator, helps businesses gauge customer loyalty and satisfaction. It takes survey responses and calculates a score ranging from -100 to +100. This score shows how well a company is doing in terms of customer experience and can guide improvements.

What is Net Promoter Score?

Net Promoter Score (NPS) is a metric that measures how likely customers are to recommend a service or product. The survey typically asks, “On a scale of 0-10, how likely are you to recommend our product/service to others?” Based on their answers, customers fall into three categories:

  • Promoters (score 9-10): Loyal customers who are likely to refer others.
  • Passives (score 7-8): Satisfied but not enthusiastic customers.
  • Detractors (score 0-6): Unhappy customers who may share negative feedback.

Why Use the NPS Calculator?

Using the NPS Calculator provides valuable insights into customer sentiment. Understanding how many customers are promoters versus detractors can help companies make informed decisions. By tracking NPS over time, businesses can see if their efforts to improve customer service are paying off.

How to Enter Responses

Users can choose how to input survey data into the NPS Calculator. You can either enter individual survey responses or input totals for each category. This flexibility allows for different ways of gathering and analysing customer feedback based on what works best for the organisation.

Interpreting Your NPS Score

After calculating the NPS, it’s important to interpret the results. Here's a quick guide to understanding the score range:

  • -100 to 0: Needs improvement; many customers are dissatisfied.
  • 0 to 30: Good; more promoters than detractors.
  • 30 to 70: Great; significantly more promoters than detractors.
  • 70 to 100: Excellent; demonstrates strong customer loyalty.

Advanced Options for Better Insights

The NPS Calculator also offers advanced options to enhance your analysis. Users can choose to display calculation steps, round the NPS to a whole number, and adjust the decimal places for finer details. These options help tailor the output to meet specific needs and preferences.

Visualising Your Results

The calculator provides visual representations of the NPS results, including a distribution chart. This feature allows users to easily see how customer responses are spread across the rating scale from 0 to 10, making it easier to understand customer sentiments visually.

About the Impact of NPS

Understanding NPS is crucial for any business looking to improve customer relationships. A high NPS can signal strong customer loyalty, which often leads to increased revenue. By focusing on the feedback received through the NPS Calculator, businesses can continue to grow and develop their offerings to better meet customer needs.