Free NPS Calculator

Q: What is the NPS formula?

NPS = % Promoters minus % Detractors. Passives (7-8) aren't part of the equation, but don't ignore them — they're one bad experience away from becoming detractors.

Q: How do I calculate NPS from survey results?

Group your responses: 9-10 are promoters, 7-8 are passives, 0-6 are detractors. Calculate promoters as a percentage of total, do the same for detractors, then subtract. That's your NPS.

Q: What is a bad NPS score?

Anything negative means you've got more detractors than promoters. That's a problem. Between 0 and 20 isn't great either — it means your customer base is lukewarm at best.

Q: How often should I measure NPS?

Quarterly works for most businesses. Some run it monthly. Going more often than that usually means you're surveying the same people too frequently and they'll stop responding.

Q: What's the difference between NPS and CSAT?

NPS measures loyalty — will they stick around and refer others? CSAT measures satisfaction with a single interaction. Use NPS for the big picture, CSAT after individual touchpoints.

Q: Can I calculate NPS in Excel?

Yes. If column A has your scores: =COUNTIF(A:A,">=9")/COUNTA(A:A)*100 - COUNTIF(A:A,"<=6")/COUNTA(A:A)*100. That gives you NPS directly.

Q: What is a good NPS score for SaaS?

The SaaS average sits around 36. Above 50 is strong. Above 70 puts you in the same league as companies people genuinely love. But a 30 at a startup with 200 customers is perfectly healthy — don't panic.

Q: How many responses do I need for a reliable NPS?

At minimum, 100 responses. Below that, a handful of extreme ratings skew your number wildly. Aim for a 30-40% response rate on your survey to get something you can actually trust.

Q: What do NPS detractors, passives, and promoters mean?

Promoters (9-10) are your evangelists — they'll refer people and forgive the occasional mistake. Passives (7-8) are fine but not loyal — a competitor could poach them tomorrow. Detractors (0-6) are actively unhappy and may warn others away.

Q: Can AI chatbots improve NPS scores?

They can, and the mechanism is simple: faster support = happier customers = fewer detractors. A chatbot handles the routine questions instantly so your team can spend real time on the problems that actually move the needle on loyalty.

Plug in your survey numbers. Get your Net Promoter Score, see how you stack up against your industry, and figure out what to do next.

Free CalculatorIndustry BenchmarksNo Sign Up Required

Promoters (rated 9-10)

Your biggest fans. They refer others.

Passives (rated 7-8)

Satisfied but not loyal. Vulnerable to competitors.

Detractors (rated 0-6)

Unhappy. May discourage others from buying.

Your Industry

-100

+100

Good

Detractors 28.0%Passives 30.0%Promoters 42.0%

Your NPS

SaaS / Software Average

You're 22 points below the saas / software average

42.0%

Promoters

30.0%

Passives

28.0%

Detractors

Good: 50+ | Top performer: 70+

Based on 100 total responses

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What is Net Promoter Score?

NPS boils down to one question: "How likely are you to recommend us to a friend or colleague?" Customers answer on a 0-to-10 scale, and you sort them into three buckets:

9-10

Promoters

Love you. Tell their friends.

7-8

Passives

Fine. Not excited though.

0-6

Detractors

Unhappy. Might warn others off.

The score ranges from -100 (everyone's a detractor) to +100 (everyone's a promoter). Most real-world scores land somewhere between 10 and 60. Fred Reichheld created NPS at Bain & Company back in 2003, and it's become the go-to loyalty metric for businesses of every size.

NPS Formula — How to Calculate Net Promoter Score

NPS = % Promoters − % Detractors

That's it. Passives don't appear in the formula. But don't ignore them — they're the swing vote. One bad experience and they flip to detractors. One great experience and they become promoters.

Worked Example

You survey 200 customers. 84 rate you 9-10 (promoters), 60 rate you 7-8 (passives), 56 rate you 0-6 (detractors).

Promoter % = 84 / 200 = 42%

Detractor % = 56 / 200 = 28%

NPS = 42% − 28% = +14

How to Calculate NPS in Excel

Got your responses in column A of a spreadsheet? This single formula does everything:

=COUNTIF(A:A,">=9")/COUNTA(A:A)*100 - COUNTIF(A:A,"<=6")/COUNTA(A:A)*100

First part counts promoters as a percentage. Second part counts detractors. The subtraction gives you NPS. Works the same in Google Sheets.

What is a Good NPS Score?

Score Range	Rating	What It Looks Like
70 and above	World Class	Apple (~72), Tesla (~97). Customers are evangelists.
50 to 69	Excellent	Strong loyalty. Referrals are a real growth channel.
30 to 49	Great	Healthy. More promoters than detractors by a solid margin.
0 to 29	Good	Positive territory. Room to grow but not broken.
Below 0	Needs Work	Comcast (~-1). More detractors than promoters. Fix this fast.

Honest take: A low NPS isn't always cause for alarm. A startup with 50 customers and an NPS of 20 is doing fine — you're early, your sample is small, and you're still learning what your customers want. A Fortune 500 with an NPS of 20 and 10 million customers? That's a different conversation entirely. Context matters more than the number.

NPS Benchmarks by Industry (2026)

These come from publicly available benchmark reports. Use them as a compass, not a scorecard — survey methods, sample sizes, and timing all affect the numbers.

Industry	Average	Good	Top Performer
SaaS / Software	36	50+	70+
E-commerce	45	58+	72+
Healthcare	38	52+	68+
Finance / Banking	35	48+	65+
Retail	44	56+	70+
Hospitality	43	58+	75+
Telecom	24	35+	50+
Insurance	35	48+	62+
Education	40	55+	71+

Why benchmarks can be misleading

A SaaS company surveying power users quarterly will get a different NPS than one emailing every free trial user. The question wording, channel (email vs in-app), and timing all shift the number. Compare trends within your own business first. Use industry benchmarks second.

↔

NPS vs CSAT vs CES — Which Should You Use?

Three metrics, three jobs. Here's when each one earns its keep:

Metric	Measures	The Question	How Often
NPS	Loyalty & referral intent	Would you recommend us?	Quarterly
CSAT	Satisfaction with one interaction	How satisfied were you?	After each touchpoint
CES	Effort to get help	How easy was it?	After support interactions

The short version: NPS quarterly for the loyalty picture. CSAT after every ticket or purchase. CES when you want to know if your support process is making people's lives harder than it should be.

Already tracking CSAT? Try our free CSAT Calculator →

Not sure what to ask? Browse 12 free survey templates →

↑

How to Improve Your NPS Score

Close the loop with detractors — fast

When someone gives you a 0-6, you've got about 24 hours before that frustration hardens into permanent opinion. Reach out personally. Ask what went wrong. Don't send a template — they can tell. The ones you recover often become your most loyal customers because they saw you actually care.

Stop making people wait for simple answers

"What's your return policy?" "How do I change my plan?" These get asked 40 times a day and every one of them creates a detractor if the customer has to wait. An AI chatbot handles these in seconds, round the clock. Your team can then focus on the complex stuff that builds real loyalty.

Don't forget the passives

Everyone obsesses over detractors and promoters. Passives get ignored. That's a mistake. They're your largest movable group. A small nudge — a faster reply, a thoughtful follow-up, a proactive check-in — can tip them into promoter territory. And it's much easier than converting a detractor.

Personalise your follow-ups

"Thanks for your feedback!" does nothing. "Thanks for flagging the billing issue, Sarah — we've fixed it and added a credit to your account" creates a promoter. The difference is five minutes of effort and it shows up directly in your next NPS survey.

Measure at the right moments

Timing your NPS survey matters more than most people realise. Right after a great onboarding? You'll get inflated scores. During a product outage? Deflated. The sweet spot: 30-60 days into the relationship, or at natural milestones (subscription renewal, project completion). Consistent timing gives you numbers you can trust.

Want fewer detractors? Start with faster support.

Automate Support builds AI chatbots trained on your own knowledge base. Your customers get instant answers. Your detractor count drops. It's that straightforward.

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Frequently Asked Questions

What is the NPS formula?

NPS = % Promoters minus % Detractors. Passives (7-8) aren't part of the equation, but don't ignore them — they're one bad experience away from becoming detractors.

How do I calculate NPS from survey results?

Group your responses: 9-10 are promoters, 7-8 are passives, 0-6 are detractors. Calculate promoters as a percentage of total, do the same for detractors, then subtract. That's your NPS.

What is a bad NPS score?

Anything negative means you've got more detractors than promoters. That's a problem. Between 0 and 20 isn't great either — it means your customer base is lukewarm at best.

How often should I measure NPS?

Quarterly works for most businesses. Some run it monthly. Going more often than that usually means you're surveying the same people too frequently and they'll stop responding.

What's the difference between NPS and CSAT?

NPS measures loyalty — will they stick around and refer others? CSAT measures satisfaction with a single interaction. Use NPS for the big picture, CSAT after individual touchpoints.

Can I calculate NPS in Excel?

Yes. If column A has your scores: =COUNTIF(A:A,">=9")/COUNTA(A:A)*100 - COUNTIF(A:A,"<=6")/COUNTA(A:A)*100. That gives you NPS directly.

What is a good NPS score for SaaS?

The SaaS average sits around 36. Above 50 is strong. Above 70 puts you in the same league as companies people genuinely love. But a 30 at a startup with 200 customers is perfectly healthy — don't panic.

How many responses do I need for a reliable NPS?

At minimum, 100 responses. Below that, a handful of extreme ratings skew your number wildly. Aim for a 30-40% response rate on your survey to get something you can actually trust.

What do NPS detractors, passives, and promoters mean?

Promoters (9-10) are your evangelists — they'll refer people and forgive the occasional mistake. Passives (7-8) are fine but not loyal — a competitor could poach them tomorrow. Detractors (0-6) are actively unhappy and may warn others away.

Can AI chatbots improve NPS scores?

They can, and the mechanism is simple: faster support = happier customers = fewer detractors. A chatbot handles the routine questions instantly so your team can spend real time on the problems that actually move the needle on loyalty.

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