Net Promoter Score (NPS) Calculator
Enter the counts of Promoters (9–10), Passives (7–8) and Detractors (0–6); the tool returns NPS = %Promoters − %Detractors on a −100 to +100 scale and grades it against Bain & Co. industry benchmarks. One headline number captures whether your customers would recommend you — the de-facto CX standard across SaaS, retail, banking and telecom.
Enter three non-negative integers whose total is at least 1.
Net Promoter Score
60
Great (30–69)
n = 100
Respondent mix
NPS = % Promoters − % Detractors. Passives are deliberately excluded from the numerator. Stable above ~100 responses; below ~30 the noise dominates the signal.
Formula
NPS = ( Promoters ⁄ Total − Detractors ⁄ Total ) × 100
- · Original question: "On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?" (Reichheld, Harvard Business Review 2003).
- · Score bands: 9–10 = Promoter, 7–8 = Passive (excluded from the numerator), 0–6 = Detractor.
- · Passives are deliberately excluded — Reichheld's original research found that only 9s and 10s reliably go out of their way to recommend.
- · Bain & Co. industry medians (2023): tech / SaaS ≈ 30; retail ≈ 40; banking ≈ 25; telecom / utilities often negative.
- · Statistical stability: n ≥ 100 for a meaningful figure; below n = 30 the score is noise. A rough 95 % CI is ± 1.96 · √(P × D ⁄ N) where P, D are promoter / detractor proportions and N is the total.
- · References: Reichheld, "The One Number You Need to Grow", HBR 2003; Bain & Co. NPS Benchmark Reports.
Frequently asked
How is NPS different from CSAT or CES — and which should I use?
NPS measures loyalty / long-term intent — "would you recommend us?". CSAT (Customer Satisfaction) measures the satisfaction with a specific touchpoint, usually on a 1–5 scale. CES (Customer Effort Score) measures perceived effort — "how easy was it to resolve your issue?". Different use cases: CSAT for transactional touchpoints (post-purchase, after a support ticket); CES for product UX and support-team metrics; NPS for brand-level reporting, annual reviews and board KPIs. The big advantage of NPS is cross-industry comparability; the limitation is that it is too coarse for root-cause analysis, so it is usually paired with an open-ended "why?" follow-up question.
What counts as a "good" NPS?
Absolute thresholds: > 0 means promoters outnumber detractors and is the minimum bar; > 30 is excellent in most B2B contexts; > 50 is rare in retail and media; > 70 is world-class (Apple iPhone ≈ 60–70, Tesla 80+, Costco 70+). But "good" is mostly relative: (1) Versus industry average — an NPS of 30 stands out in banking but is only average for SaaS. (2) Versus your own historical trend — direction matters more than absolute level. Bain & Co.'s free benchmark tool lists industry medians. Cultural note: Asian markets (especially Japan and Hong Kong) tend to score 10–20 points lower than Western markets because high extreme ratings are culturally uncommon — adjust regionally before comparing.
What are the common criticisms and pitfalls of NPS?
The main criticisms: (1) Collapsing an 11-point scale into 3 bins throws away a lot of information — a drop from 6→5 and a drop from 9→8 both change the category but mean very different things. (2) "Would recommend" is a stated-intent metric, not actual behaviour — the academic correlation with real word-of-mouth has been challenged repeatedly (Keiningham et al. have pushed back hard on Reichheld's original claims). (3) NPS is easy to game — when sales-team KPIs depend on NPS, reps coach customers to give 9s and 10s, contaminating the data. (4) Cultural bias — cross-region comparisons need adjustment. Practical advice: treat NPS as a directional indicator, not absolute truth; triangulate with CSAT, retention and referral-conversion data; require a free-text "why?" follow-up; and avoid tying NPS directly to individual sales-rep compensation.
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