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.