Free NPS Calculator
Calculate your Net Promoter Score (NPS) instantly. Measure customer loyalty, benchmark your results, and discover what your score means.
NPS Calculator
Calculate your Net Promoter Score instantly and benchmark customer loyalty.
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69
Excellent
Customers are highly satisfied and likely to recommend you.
NPS Score Range
Promoters
76.9%
Passives
15.4%
Detractors
7.7%
NPS Benchmark
What Is Net Promoter Score (NPS)?
Net Promoter Score (NPS) is a customer loyalty metric used to measure how likely customers are to recommend your company, product, or service to others.
Customers answer a simple question:
"How likely are you to recommend our product to a friend or colleague?"
Based on their answers:
- Promoters (9-10) — loyal advocates
- Passives (7-8) — satisfied but neutral
- Detractors (0-6) — unhappy customers
The Net Promoter Score is calculated using the following formula:
NPS = (% Promoters) − (% Detractors)
NPS scores range from -100 to +100. Higher scores indicate stronger customer loyalty and greater potential for organic growth through word-of-mouth recommendations.
How can I improve my NPS score?
Improving your Net Promoter Score requires understanding why customers become detractors and taking action based on their feedback. The most successful companies treat NPS as an ongoing customer feedback process rather than a one-time survey.
- Collect customer feedback continuously. Don't rely on annual surveys. Gather feedback regularly to identify issues before they impact customer satisfaction.
- Follow up with detractors. Customers who give low scores often provide valuable insights into product problems, usability issues, or unmet expectations.
- Prioritize features customers actually request. Many teams build based on assumptions. Creating a public feedback board and allowing customers to vote on feature requests helps ensure you focus on improvements that matter most.
- Close the feedback loop. Let customers know when their suggestions have been implemented. Public roadmaps and changelogs help demonstrate that feedback leads to real product improvements.
- Use a customer feedback management platform. Tools like Suggix help companies collect feedback, prioritize requests with voting, publish roadmaps, and share product updates, making it easier to improve customer satisfaction over time.
Companies that consistently listen to customers and act on their feedback tend to see higher NPS scores, better retention, and stronger word-of-mouth growth.
Frequently Asked Questions
Everything you need to know about Net Promoter Score.
An NPS score above 0 is generally considered good. Scores above 30 are great, above 50 are excellent, and above 70 are considered world-class.
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. Passives are included in the total response count but do not directly affect the score.
NPS = (% Promoters) - (% Detractors). The final score ranges from -100 to +100.
Promoters give scores of 9–10, Passives give 7–8, and Detractors give scores between 0–6.
The highest possible Net Promoter Score is +100, which means every respondent is a promoter.
The lowest possible Net Promoter Score is -100, which means every respondent is a detractor.
Passives are considered neutral respondents. They are included in the total response count but do not directly affect the score.
Most SaaS companies measure NPS quarterly or biannually to track customer sentiment trends.
Yes. NPS helps SaaS teams understand customer loyalty, predict retention, and prioritize improvements.
Focus on understanding detractor feedback, improving customer experience, and prioritizing product improvements based on customer input.
Build what users love, together
Collect feedback, prioritize features, and keep your roadmap aligned with what actually matters.
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