Net Promoter Score® Calculator
Are you curious about how your customers feel about your brand? Use our Net Promoter Score (NPS) calculator to gain clear insights into customer satisfaction and loyalty.
Your NPS score is
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Net Promoter Score (NPS) is a registered trademark of Bain & Company, Inc., Fred Reichheld, and Satmetrix Systems, Inc.
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Knowing how happy your customers are with your product or service is important.
The Net Promoter Score tells you how likely your customers are to recommend your business to others. A high NPS means your customers are generally satisfied and are likely to promote your brand, while a low NPS indicates there might be issues that need fixing. Knowing your NPS helps you see how well you're doing and where to improve.
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What Is a Net Promoter Score (NPS)?
A Net Promoter Score (NPS) measures customer satisfaction with your business and their likelihood of recommending you to others. You ask customers a simple question: "On a scale from 0 to 10, how likely are you to recommend us to a friend or colleague?"
Based on their answers, you categorize them as:
- Promoters (score 9-10): Your loyal and enthusiastic customers are likely to spread positive word-of-mouth.
- Passives (score 7-8): These customers are satisfied but could be more enthusiastic; they might be open to switching if a better option arises.
- Detractors (score 0-6): These customers are unhappy and could potentially spread negative feedback.
How to Calculate Net Promoter Score?
To calculate Net Promoter Score (NPS), follow these steps:
Step 1: Collect Responses
Ask your customers the NPS question: "On a scale from 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?"
Step 2: Categorize Responses
- Promoters (score 9-10): These are highly satisfied and loyal customers.
- Passives (score 7-8): These customers are satisfied but not enthusiastic.
- Detractors (score 0-6): These customers are unhappy and might spread negative feedback.
Step 3: Calculate Percentages
Find the percentage of respondents who are Promoters.
Find the percentage of respondents who are Detractors.
Step 4: Compute the NPS
Subtract the percentage of Detractors from the percentage of Promoters.
The formula is: NPS = % Promoters - % Detractors
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For example, if 60% of your customers are Promoters and 10% are Detractors, your NPS would be:
NPS = 60% - 10% = 50
So, your Net Promoter Score is 50.
What Is a Good NPS?
A good Net Promoter Score (NPS) varies by industry, but generally, a score of 50 or higher is considered excellent. Here's a rough breakdown:
- 0 to 30: Below average; there may be significant room for improvement.
- 30 to 50: Good; indicates a solid base of satisfied customers.
- 50 to 70: Excellent; suggests strong customer loyalty and satisfaction.
- 70+: World-class; reflects outstanding customer satisfaction and loyalty.
NPS can also differ by sector, so comparing your score to industry benchmarks can provide additional context.
A negative NPS indicates that a larger portion of your customers are unhappy or dissatisfied, which suggests significant room for improvement.
Entropik's benchmarking tools can help you gauge your NPS effectively. By using Entropik to conduct your NPS surveys, you receive your Net Promoter Score and gain insights through comparisons with other companies in your size and industry.
Here’s a general idea of what NPS scores might look like for various sectors:
Retail:
Good: 30-50
Excellent: 50-70
Technology:
Good: 40-60
Excellent: 60-80
Financial Services:
Good: 20-40
Excellent: 40-60
Healthcare:
Good: 30-50
Excellent: 50-70
Hospitality:
Good: 30-50
Excellent: 50-70
Telecommunications:
Good: 20-40
Excellent: 40-60
Education:
Good: 30-50
Excellent: 50-70
What Are the Different Types of Net Promoter Score (NPS) Surveys?
Here are five broad types of Net Promoter Score (NPS) surveys:
Standard NPS Survey
This is the most common type of NPS survey, designed to measure overall customer loyalty. It typically asks, "On a scale of 0-10, how likely are you to recommend our company/product/service to a friend or colleague?" This survey provides a snapshot of overall satisfaction and loyalty across the customer base.
Transactional NPS Survey
Focused on specific interactions or transactions, this survey asks customers about their likelihood of recommending the company based on a recent experience, such as a purchase or customer service interaction. For example, "How likely are you to recommend us based on your recent experience with [specific transaction]?" This helps businesses assess the quality of individual touchpoints.
Relationship NPS Survey
This survey measures overall satisfaction with the brand or company rather than a specific interaction. It asks, "How likely are you to recommend us based on your overall experience with our brand?" This provides insights into long-term loyalty and overall brand perception.
Employee NPS (eNPS)
Designed to gauge employee satisfaction and engagement, this survey asks employees, "How likely are you to recommend our company as a great workplace?" It helps organizations understand internal morale and the likelihood of employees endorsing the company as an employer.
Product NPS
This survey targets customer feedback on a specific product, asking, "How likely are you to recommend [specific product] to a friend or colleague?" It measures satisfaction and loyalty related to a particular product, helping businesses understand product-specific strengths and weaknesses.
Maximize the Value of Your NPS Surveys
Calculating your NPS score provides valuable insights into how customers view your business, products, and support teams. However, finding your score is just the beginning.
By leveraging your NPS results, you can develop a plan to enhance your processes and deliver an outstanding customer experience at every touchpoint. Discover how to use NPS surveys to create an exceptional customer journey, or get started with a free NPS template by Entropik.
Frequently Asked Questions
How do you calculate a Net Promoter Score?
To calculate NPS, subtract the percentage of detractors (score 0-6) from the percentage of promoters (score 9-10) based on survey responses.
The formula is: NPS = % Promoters − % Detractors
What is a good NPS score?
A good NPS score is typically above 50. Scores above 70 are considered excellent, indicating strong customer loyalty and satisfaction.
What is the Net Promoter Score for?
Net Promoter Score (NPS) measures customer loyalty and satisfaction by assessing how likely customers are to recommend a company or product to others. It helps gauge overall customer sentiment and identify areas for improvement.