CUSTOMER LOYALTY · SURVEY
Net Promoter Score (NPS) Calculator
Net Promoter score (NPS) calculator: calculate your NPS from survey responses and benchmark against industry standards.
Result
Push from Good to Excellent by converting passives with onboarding and support improvements.
Response Mix
NPS score is promoter percentage minus detractor percentage.
How to use it
- Enter counts for promoters, passives, and detractors, and optionally select an industry benchmark. NPS is promoter percent minus detractor percent, so the mix matters as much as the final score.
- Read total responses, NPS score, promoter, passive, and detractor percentages, classification, benchmark delta, and trend guidance. As a rough guide, 70+ is Excellent, 30-69 is Good, 0-29 needs improvement, and below 0 is poor.
- Interpret the score with the mix. A decent NPS with a large passive block means onboarding and product education may unlock upside, while high detractor share signals immediate churn and reputation risk even if the overall score is not catastrophic.
- Use the guidance to pick the next action for the next 30 days: detractor recovery, passive-to-promoter conversion, or referral capture. If you are below industry benchmark by 5 points or more, start with root-cause interviews before spending harder on acquisition.
- Re-run monthly or quarterly using the same survey method. Track NPS and detractor percent together because a flat score can still hide worsening service risk if promoter gains merely offset growing dissatisfaction.
Questions people usually ask
How is NPS calculated?
NPS = % Promoters (scores 9-10) minus % Detractors (scores 0-6). Passives (7-8) count toward the total but do not directly add or subtract from the score.
What is a good NPS score?
Roughly: 70+ is Excellent, 30-69 is Good, 0-29 needs improvement, and below 0 is poor. Good ranges vary by industry, so benchmark context matters.
Why does this tool ask for industry?
Industry benchmarks differ widely. Comparing your score with peers helps avoid false confidence from using a one-size-fits-all threshold.
How often should I track NPS?
Monthly or quarterly works for most teams. Consistent cadence matters more than high frequency, because trends are more useful than one-off snapshots.
Is this tool free and private to use?
Yes. AI Biz Hub tools are free, no-signup browser tools. Inputs stay in your browser unless you choose to share a URL.
Is this professional advice?
No. Outputs are business planning estimates — not legal, tax, or accounting advice.
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