NPS (Net Promoter Score) Calculator
Enter the count of responses at each score 0-10. Calculator shows your NPS, promoter %, detractor %, and how you compare to benchmarks.
What NPS Measures (and What It Doesn't)
Net Promoter Score asks one question: 'On a scale of 0-10, how likely are you to recommend us to a friend or colleague?' Responses split into Promoters (9-10), Passives (7-8), and Detractors (0-6). NPS = %Promoters - %Detractors. Range: -100 (everyone hates you) to +100 (everyone loves you).
NPS captures customer affinity and word-of-mouth potential well. It does NOT capture: feature satisfaction (use CSAT for this), specific friction points (use task-specific questions), or revenue impact (use cohort retention and expansion). NPS is one signal, not the whole truth. Source: Bain & Company NPS research, Satmetrix global benchmarks. Last updated: May 2026.
2026 NPS Benchmarks by Industry
| Industry | Median NPS | Top Quartile |
|---|---|---|
| SaaS / B2B Software | 31 | 50+ |
| E-commerce / DTC | 45 | 60+ |
| Financial Services | 34 | 50+ |
| Telecom / ISP | -7 | 15+ |
| Airlines | 3 | 30+ |
| Healthcare / Insurance | 10 | 35+ |
Sample Size and Statistical Reliability
Common NPS mistake: drawing conclusions from too-small samples. With n=20, your NPS has ±22 margin of error — a 'good' NPS of 40 could be a 'meh' 18 or a 'great' 62. Statistical reliability requires 100+ responses for ±5 point precision, 400+ for ±2.5 points. Don't celebrate or panic on month-over-month NPS changes within margin of error.
What to Do With NPS Results
(1) Detractor follow-up. Each detractor gets a phone call from a senior person — root-cause the negative experience, attempt save, learn pattern. (2) Promoter activation. Each promoter gets asked for a review/referral/case study. NPS-driven advocacy programs convert 15-25% of promoters into referrers. (3) Cohort tracking. Compare NPS by signup month, plan tier, role, industry — find the high-NPS segments and double down on acquiring more of them.
Frequently Asked Questions
What is a good NPS score in 2026?
Depends on industry. SaaS median is 31; top-quartile is 50+; world-class is 70+. E-commerce median is around 45. Telecom is famously negative (-7 median). Always benchmark within your industry \u2014 comparing a SaaS NPS of 40 to a DTC NPS of 40 is misleading.
How often should I survey for NPS?
Two common cadences: (1) Quarterly cohort survey to all customers \u2014 provides time-series tracking, (2) Transactional NPS triggered 30-60 days after key events (onboarding complete, support resolution, renewal). Most SaaS uses both. Don't survey more often than quarterly for relationship NPS \u2014 you'll see survey fatigue and dropping response rates.
Why is my NPS not improving despite product investment?
Common causes: (1) NPS measures the overall relationship \u2014 small product wins don't move the needle if support, billing, or onboarding lag. (2) New-customer onboarding NPS often dilutes mature-customer NPS \u2014 separate them. (3) Statistical noise \u2014 month-to-month changes within \u00b15 points are usually random, not real. (4) Survey methodology change \u2014 if you switched from email to in-app, your sample composition changed.
Is NPS still relevant in 2026?
Yes, with caveats. NPS remains the most-recognized customer-loyalty metric and provides easy industry benchmarking. Criticisms (oversimplified, single-question methodology) are valid \u2014 use NPS alongside CSAT, CES (Customer Effort Score), and qualitative interviews. Don't rely on NPS alone.
Can NPS predict churn or revenue retention?
Weakly at the individual level, strongly at the segment level. Detractor cohorts show 2-3\u00d7 higher churn than promoter cohorts in most SaaS studies. Promoter cohorts show 2-4\u00d7 higher expansion. Use NPS by cohort as a leading indicator \u2014 not as an absolute predictor of any one customer's behavior.
Should NPS be sales' responsibility or customer success'?
Customer success owns relationship NPS (the quarterly survey). Sales owns first-90-day NPS (was the buying experience honest, are they getting value yet?). Engineering and product own feature-satisfaction CSAT. Make the ownership explicit \u2014 un-owned NPS gets reviewed in dashboards but never improves.