Calculate your Net Promoter Score from survey responses. Enter your promoter, passive, and detractor counts to get your NPS score, classification, and benchmark comparison.
Net Promoter Score is calculated by subtracting the percentage of Detractors (rated 0-6) from the percentage of Promoters (rated 9-10). Passives (7-8) are counted but do not affect the score directly.
Enter the number of respondents in each category from your "How likely are you to recommend us?" survey (0-10 scale).
Get our guide to improving NPS scores, converting passives to promoters, and reducing detractor churn.
Net Promoter Score (NPS) was developed by Fred Reichheld, Bain & Company, and Satmetrix in 2003 as a simple, predictive metric for customer loyalty. Based on a single question — "How likely are you to recommend us to a friend or colleague?" — NPS has become the most widely used customer experience metric globally.
Example 1: B2B Software Company
200 total responses: 120 Promoters, 60 Passives, 20 Detractors
% Promoters: 120/200 = 60% | % Detractors: 20/200 = 10%
NPS = 60% - 10% = 50 (Excellent)
Example 2: Healthcare Provider
500 total responses: 250 Promoters, 150 Passives, 100 Detractors
% Promoters: 50% | % Detractors: 20%
NPS = 50% - 20% = 30 (Good)
The most effective NPS improvements come from: immediately following up with detractors to resolve issues, identifying common passive-to-promoter conversion opportunities, building referral programs that activate promoters, and systematically removing friction from the customer journey.
What is a good NPS score?
Any positive NPS score (above 0) means you have more promoters than detractors. An NPS of 20+ is considered good. 50+ is excellent. 70+ is world class. Industry benchmarks vary significantly — tech companies typically see 30-50, while financial services average 15-30.
How often should you survey for NPS?
Most companies survey NPS quarterly (relationship NPS) or at key customer touchpoints (transactional NPS). Avoid over-surveying — customers should not receive NPS requests more than once per quarter to prevent survey fatigue.
What NPS score do pharma companies target?
In pharmaceutical HCP satisfaction surveys, NPS is used to measure physician satisfaction with sales rep interactions, medical affairs contacts, and patient support programs. Top pharma brands targeting HCPs aim for NPS scores of 40-60+ for their field teams.
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