Calculate your Net Promoter Score: NPS Calculator

With one simple question, you can better understand how happy your customers are with your products and services. That’s what the Net Promoter Score® (NPS) is all about, it’s a way for businesses to measure customer loyalty and satisfaction. 

What’s your Net Promoter Score? To find out, just enter the number of times you received each score into the following blank spaces:

Your score comes from the Net Promoter Score question, which typically takes the following form:

“How likely would you be to recommend (name of organization, service, or product) to a friend or colleague?” 

The question prompt should be followed with a rating scale asking the respondent to select a number from 0 (least likely to recommend) to 10 (most likely to recommend). 

Depending on the number each customer selects, we’d group them into one of three groups: 

Related: NPS surveys: Best practices for high response rates

The NPS is the world’s leading metric for measuring customer loyalty and satisfaction. 

Here are three main benefits of using NPS:

This is only a fraction of the benefits of using the score. To learn more, read our guide on using NPS surveys to create the best customer experience.

Sending out your NPS survey online lets you rapidly get responses and calculate your NPS score. Let’s say you’ve received 100 responses from your customers. We’ll turn this figure into an NPS percentage. You can compare this NPS to other companies, your industry benchmark, or the previous NPS figure you’ve generated.

The NPS system will provide a percentage based on the proportion of respondents that fall into the detractors, promoters, and passives categories. To calculate the percentage, follow these steps:

Your NPS score will be between -100 and 100. Once you have your NPS results, you can set targets to improve. 

Related: 10 tips to build stellar NPS surveys

Once all your responses come back, you can get your score using the following Net Promoter Score calculation:

To help you understand this formula, let’s walk through a brief example. Say you’ve collected 150 responses to your NPS question. The distribution of the scores looks like this:

This means you have 80 promoters, 30 passives, and 40 detractors. To calculate the percentage of promoters, use the following formula:

% of promoters = (# of promoters / # of respondents) x 100 

To find the percentage of detractors, use the same formula. Just substitute the total number of promoters for detractors. 

This means you have 80 / 150 * 100% = 53% promoters, while your percentage of detractors is 40 / 150 * 100% = 27%.

Subtracting the percentage of promoters from the percentage of detractors gives you the Net Promoter Score: 

53% – 27% = 26 

You’ll notice that the score is positive. This isn’t always the case. Net Promoter Scores can range from -100 to 100, depending on the scores and distribution.

A “good” score is hard to pin down. Unfortunately, there isn’t a one-size-fits-all answer. Scores can vary dramatically, depending on factors like industry and company size. This means you’ll want to benchmark your score against competitors similar to your organization to truly know where you stand. 

SurveyMonkey Benchmarks can help you do just that. When you use SurveyMonkey to ask an NPS question, the platform automatically calculates your Net Promoter Score and allows you to compare it to other companies in your size and industry.

You can compare your NPS score to industry averages or competitors to see how your company is doing.

NPS benchmarks change depending on the industry. Some sectors have a much higher proportion of happy customers, so you should expect inflated figures if you work in this industry.

Here are some business-to-customer (B2C) NPS benchmarks by industry:

Here are some business-to-business (B2B) NPS benchmarks by industry:

If your business falls below your industry average, you should aim to improve your NPS. You know you’re doing something right if you're above average!

Transactional NPS focuses on certain customer interactions, generating data directly after a customer engages with a certain part of your business. For example, you could send out a tNPS survey right after a customer:

Automating these at various points in your customer journey will allow you to gather specific NPS data. Calculating and interpreting your NPS score from tNPS surveys will generate feedback on what’s working and what you could improve. 

A higher tNPS score suggests that the particular function is intuitive for customers. If you receive a low tNPS score, you can highlight this transaction that your business needs to work on in the future.

A relational NPS is a more general style of NPS survey that aims to reveal overall customer sentiment. It will help your business measure customer loyalty and how customers feel about your company over time. 

For example, you could send out rNPS surveys to measure the following:

A relational NPS survey will help gather customer sentiment and is useful for tracking changes over time.

A higher rNPS score suggests that customers are very satisfied with the aspect you are exploring. On the contrary, a lower figure will help identify pain points in the customer journey.

Your NPS will be somewhere on a scale of -100 to +100. As scores go further down the scale of -100, you will have more detractors. On the other hand, a high, positive number will suggest that you have more promoters than detractors.

The higher your number, the more customers you have that love your brand. However, beyond this, you can also use different types of NPS surveys to generate even more information. 

Let’s explore the different types of NPS responde