How to Calculate NPS Score (2026)
By Rui Barreira · Last updated: 18 June 2026
Net Promoter Score (NPS) measures customer loyalty by asking one question: "How likely are you to recommend us to a friend or colleague?" on a 0–10 scale. Despite its simplicity, NPS is one of the most widely used customer experience metrics in business because it correlates strongly with revenue growth and retention. Use the NPS Score Calculator to compute your score instantly.
How to Calculate NPS
Classify every respondent into one of three groups based on their score, then subtract the percentage of Detractors from the percentage of Promoters. The result is your NPS, which ranges from −100 to +100.
| Score | Category | What it means |
|---|---|---|
| 9–10 | Promoter | Loyal enthusiasts likely to refer others |
| 7–8 | Passive | Satisfied but unenthusiastic — excluded from the formula |
| 0–6 | Detractor | Unhappy customers who may actively discourage others |
Formula: NPS = (% Promoters) − (% Detractors). For example, if 60% of respondents score 9–10 and 15% score 0–6, your NPS is 60 − 15 = 45. Passives (7–8) are counted in the denominator but contribute nothing to the score itself.
What Is a Good NPS Score?
NPS benchmarks vary significantly by industry. Any score above 0 means more Promoters than Detractors. A score above 50 is considered excellent in most sectors. Above 70 is world-class. B2B software companies typically average 30–40; consumer electronics companies cluster around 20–30; healthcare and insurance often see lower scores due to involuntary usage. Always compare your NPS against your own industry cohort, not a generic benchmark.
Common Mistakes When Running NPS Surveys
Survey timing skews results more than most teams realise. Sending immediately after a sale captures purchase excitement, not product loyalty. Sending after a support ticket captures the support experience, not overall sentiment. A relationship NPS survey — sent to all customers on a fixed cadence, not triggered by an event — gives the most stable signal. Also avoid surveying the same customer more than once per quarter: over-surveying inflates non-response bias and fatigue. Finally, always follow up with Detractors — closing the loop is where NPS generates real business value, not just the score itself.
Use the NPS Score Calculator to do this instantly.
Frequently Asked Questions
- Is this tool free?
- Yes — completely free, no signup required. All processing happens in your browser.
- Does the tool work offline?
- Once loaded, most features work without an internet connection since everything runs client-side.