NPS Calculator 2026 — Net Promoter Score Made Simple
Instantly compute your Net Promoter Score from Promoters, Passives, and Detractors. See your score interpretation, industry benchmarks, and actionable customer experience insights — all in one place.
The Single Question That Measures Loyalty
NPS (Net Promoter Score) is the most widely used customer loyalty metric in the world. It’s built on one simple survey question: “On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”
Promoters (9–10)
Loyal enthusiasts who keep buying and actively refer others. They fuel sustainable growth through organic word-of-mouth.
Passives (7–8)
Satisfied but unenthusiastic customers. They’re vulnerable to competitors and rarely champion your brand.
Detractors (0–6)
Unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
Enter Your Survey Responses
Count the number of responses that fall into each segment, and the calculator will compute your Net Promoter Score in real time.
NPS Survey Inputs
Enter the number of responses in each category (whole numbers only)
Tip: The three numbers should add up to your total survey responses.
Relational = brand loyalty; Transactional = touchpoint quality.
Your NPS Result
Net Promoter Score, interpretation, and segment breakdown
Enter your Promoter, Passive, and Detractor counts, then click Calculate My NPS Score to see your result.
Average NPS by Industry
Compare your score against global NPS benchmarks across key industries. These averages are compiled from published 2025–26 customer experience reports and survey platforms.
| Industry | Average NPS | Typical Range | Notes |
|---|---|---|---|
| Professional Services | 57 | 40–70 | Consulting, accounting, legal |
| Retail / eCommerce | 50 | 35–65 | D2C brands, online marketplaces |
| Financial Services | 45 | 30–60 | Banks, fintech, investment |
| SaaS / Technology | 41 | 30–55 | B2B software, productivity tools |
| Hospitality / Travel | 39 | 25–55 | Hotels, airlines, travel apps |
| Healthcare | 34 | 20–50 | Clinics, telehealth, pharma |
| Insurance | 30 | 15–45 | Life, health, P&C insurers |
| Telecoms | 25 | 10–40 | Mobile, broadband, ISP |
NPS Calculator FAQ
Everything product, CX, and marketing teams ask before using their Net Promoter Score to drive decisions.
The NPS formula is: NPS = (% of Promoters) − (% of Detractors). Promoters are customers who give a rating of 9 or 10, Passives rate 7 or 8, and Detractors rate 0 to 6. The result is always expressed as a whole number between −100 and +100. Passives are counted in the total responses but do not directly affect the final score.
Globally, an NPS above 0 is considered good, above 20 is favourable, above 50 is excellent, and above 80 is world-class. However, benchmarks vary widely by industry — SaaS companies typically target 30–50, retail around 45–60, and telecoms often average between 20–30. Always compare your score to your specific industry rather than the global average.
Promoters (scores 9–10) are loyal customers who will keep buying and refer others. Passives (scores 7–8) are satisfied but not enthusiastic — they’re vulnerable to competitors. Detractors (scores 0–6) are unhappy customers who can damage your brand through negative word-of-mouth. The magic of NPS is that it focuses on the extremes rather than an average rating.
Relational NPS surveys are sent on a regular schedule (quarterly or annually) to measure overall brand loyalty and long-term customer sentiment. Transactional NPS surveys are sent after a specific interaction — like a purchase, support ticket, or onboarding session — to measure the quality of that particular touchpoint. Most mature CX programmes use both.
For a statistically reliable NPS with a ±5% margin of error at 95% confidence, you typically need around 400 responses from a large customer base. Smaller teams or niche B2B products can draw meaningful insights from 50–100 responses, especially when tracked over time. More important than a single number is the direction of change quarter-over-quarter.
Yes, NPS can range from −100 to +100. A negative NPS means you have more Detractors than Promoters — a clear signal that customer experience needs urgent attention. While rare among successful consumer brands, negative NPS scores are common in regulated monopolies, utilities, and industries with forced usage and high switching costs.
Most mature companies measure relational NPS quarterly or twice a year to track trends without causing survey fatigue. Transactional NPS can be triggered after every interaction. Avoid surveying the same customer more than once per quarter, and always close the loop with Detractors within 24–48 hours of their response.
Average ratings (like 4.3 / 5) smooth over the crucial difference between customers who will champion your brand and those who will actively damage it. NPS isolates the extremes and has been empirically linked to business growth by Bain & Company, the creators of the metric. It’s also a single, comparable number that’s easy to share with executives.