How to calculate and measure Net Promoter Score (NPS)

There’s a clear disconnect between companies and customers when it comes to CX improvements: 49% of CX professionals believe satisfaction has improved, but only 18% of consumers agree. This gap underscores the need for organizations to more closely align their internal perceptions with actual customer experiences.

Net Promoter Score® (NPS) is a widely used metric for assessing customer experience (CX) and loyalty. It gauges how satisfied customers are with a company and how likely they are to recommend it to others.

This guide explains how to calculate your NPS accurately, from understanding the basic formula to analyzing the results of your NPS survey. We’ll provide the methodology for calculating your score and how to use this data to improve customer experience.

Net Promoter Score is a standardized customer loyalty metric that measures the willingness of customers to recommend a company's products or services to others.

NPS is measured through a simple NPS survey that asks one question: “How likely are you to recommend this company to a friend or colleague?” 

Respondents rate from 0–10, revealing how satisfied and loyal they feel toward your brand.

NPS works by linking these ratings to overall customer loyalty. High scores indicate strong advocates, while lower scores signal risk areas that could affect growth. 

To better understand the “why” behind each rating, many teams add one or two follow-up questions like “What could we improve?” or “What did you appreciate most?”

For example, if a product team sees a rise in detractors after a new release, they can use open-text feedback to pinpoint pain points and adjust quickly.

Next, learn how to calculate your NPS step by step using the NPS formula.

NPS is calculated by subtracting the percentage of detractors from the percentage of promoters (% of promoters - % of detractors). This simple formula helps businesses gauge overall customer sentiment and loyalty based on survey responses.

The Net Promoter Score calculation formula is simple:

NPS = % of Promoters − % of Detractors

This formula measures customer loyalty by comparing the share of enthusiastic advocates to unhappy customers. Passive responses (7–8) are excluded because they neither strengthen nor weaken momentum; focusing on promoters and detractors gives a clear signal of sentiment and action.

​​Calculating your Net Promoter Score is a straightforward process. By following these simple steps, you can quickly calculate your NPS.

You receive 100 total responses:

NPS = % Promoters − % Detractors

NPS = (70 ÷ 100 × 100) − (10 ÷ 100 × 100)

NPS = 70 − 10 = +60

You receive 137 total responses:

NPS = (56 ÷ 137 × 100) − (30 ÷ 137 × 100)

NPS = 40.9 − 21.9 = +19

A good Net Promoter Score is one that’s higher than your industry average. While global NPS benchmarks typically range from +30 to +70, the ideal score depends on your sector, region, and customer expectations.

Here’s a snapshot of average and top-quartile NPS performance by industry:

Scores above your industry average signal strong customer loyalty, while scores near the top quartile reflect best-in-class performance.

To see where your company stands on the NPS scale, use SurveyMonkey Benchmarks for side-by-side comparisons with peers in your market. This data-driven context helps you set realistic goals, identify improvement areas, and track progress over time.

Calculating your Net Promoter Score is only the beginning. The real value comes from how you use the insights to improve customer experience and business outcomes. These four strategies help you move from measurement to meaningful change.

When everyone sees the same data, teams align around customer reality. Share NPS results across departments so each group, from product to support, understands where the experience delights and where it needs work. Broad visibility keeps feedback actionable and collaborative.

Use NPS feedback to identify the issues that affect loyalty. Themes that appear in detractor comments often highlight systemic friction, while promoter feedback can reveal strengths to double down on. Focus on the patterns that have the greatest customer and revenue impact.

Regular NPS surveys help you see whether changes are paying off. Your ideal cadence depends on how quickly your business evolves: fast-moving industries like tech may benefit from quarterly measurement, while others might track semiannually. Consistent intervals make trends meaningful.

Link what customers say to what your teams do. Feed insights into customer service improvements, roadmap priorities, or training programs. When feedback drives tangible updates, customers notice, and loyalty grows.

Putting NPS data to work creates a continuous feedback loop. As you share insights, prioritize key drivers, monitor results, and act on what you learn, you build lasting improvements in customer experience and long-term business growth.

Your Net Promoter Score turns customer sentiment into measurable data you can use to grow. With the SurveyMonkey Net Promoter Score calculator, expert-certified NPS Survey Template, and real-time benchmarks, you can capture feedback, track loyalty, and see exactly how your score compares across your industry.

Start gathering insights that drive action. Analyze results instantly, identify what builds loyalty, and use customer feedback to strengthen every interaction. Get started free to calculate your NPS today and see what your customers really think.

NPS, Net Promoter & Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.