The Ultimate NPS
Calculator & Analyzer
Stop guessing. Paste your raw scores, get your Net Promoter Score in seconds — plus actionable insights to decode the "why" behind your customer loyalty.
Calculate Your NPS Score
Choose how you want to enter your data:
Score Breakdown
How to Calculate Net Promoter Score
Formula & Examples
The NPS formula is deceptively simple. Here's exactly how to go from raw survey data to a meaningful loyalty score.
− % Detractors
Promoters (9–10): 90 → 60%
Passives (7–8): 30 → 20%
Detractors (0–6): 30 → 20%
NPS = 60% − 20% = +40
Ask the one question
Survey respondents on a 0–10 scale: "How likely are you to recommend us to a friend or colleague?"
Categorize responses
Scores 9–10 = Promoters. Scores 7–8 = Passives. Scores 0–6 = Detractors. Passives don't affect the score.
Calculate the percentage
Divide each group count by the total number of responses to get the percentage for each segment.
Subtract & score
NPS = % Promoters − % Detractors. The score ranges from −100 (all detractors) to +100 (all promoters).
NPS Benchmarks 2026:
What is a "Good" Score?
NPS means different things in different industries. Compare your score against the latest industry averages to understand where you really stand.
| Industry | Type | Average NPS | Score Range | Rating |
|---|---|---|---|---|
| SaaS / Software | B2B | 25–55 | Good | |
| E-commerce | B2C | 45–75 | Excellent | |
| Consulting | B2B | 50–80 | Excellent | |
| Retail Banking | B2C | 20–55 | Good | |
| Healthcare | B2C | 20–60 | Good | |
| Insurance | B2C | 15–50 | Average | |
| Telecom | B2C | 5–40 | Average | |
| HR / Recruiting | B2B | 10–45 | Average |
Transactional vs. Relational NPS:
Which Type Should You Use?
Not all NPS surveys are created equal. Choosing the right type depends on what you want to measure — a specific touchpoint or overall brand loyalty.
Transactional NPS
Triggered immediately after a specific customer interaction — a purchase, a support ticket, a product demo. Pinpoints the exact moments that delight or frustrate.
Best used forRelational NPS
Sent on a regular cadence (quarterly, annually) to gauge the overall health of your customer relationship. Great for tracking loyalty trends over time.
Best used forHow to Respond to Each Segment
Promoters (9–10)
Don't take them for granted. Invite them to leave reviews on G2, Capterra, or Trustpilot. Ask for referrals. Co-create case studies. These are your best growth engine — activate them.
Passives (7–8)
They're one bad experience away from churning, or one great interaction away from becoming a Promoter. Identify what's missing. A personal check-in or feature education can tip the balance.
Detractors (0–6)
Act fast — within 48 hours. A proactive outreach dramatically reduces churn risk. Use the follow-up question ("What would improve your score?") to extract actionable insights from their pain points.
Go Beyond the Score
with SurveyMars
Traditional tools give you a number. SurveyMars gives you the story behind it — with visual dashboards, AI-powered insights, and zero paywalls.
| Feature | Traditional Tools | SurveyMars |
|---|---|---|
| NPS Survey | ✕Locked in paid plan | ✓100% free, unlimited |
| Raw data input | ✕Manual entry only | ✓Paste, import, or link |
| Visual NPS dashboard | ✕Basic charts only | ✓Interactive visual analytics |
| Automated follow-ups | ✕Manual workflows only | ✓Use conditional jumps to set up email notifications |
| Industry benchmarks | ✕Separate report (paid) | ✓Built-in industry benchmarks / Included at no extra cost |
| Response limit | ✕Capped at 100–500/mo | ✓Unlimited responses, free |
Sources & Further Reading
Methodology references and trusted resources on Net Promoter Score. Expand a group to browse links — each opens in a new tab.
Foundations & Methodology
Industry Benchmarks & Research
Product & SurveyMars
Ready to Build Your Free
NPS Survey?
Join 50,000+ businesses using SurveyMars to understand and grow customer loyalty. No credit card. No limits.
