NPS Calculator

Net Promoter Score is a single-number measure of customer loyalty based on the question "How likely are you to recommend [product] to a friend or colleague, on a 0–10 scale?" Promoters (9–10) are likely to bring new business; passives (7–8) are vulnerable to competitors; detractors (0–6) may actively warn people away.

NPS = % promoters − % detractors. Passives are excluded from the formula, but they are still important — large passive populations can swing either direction with small product changes. The score ranges from −100 (everyone is a detractor) to +100 (everyone is a promoter).

It depends on your industry, but rough benchmarks: 0–30 is OK, 30–50 is great, 50+ is excellent. Negative NPS means you have more detractors than promoters and product-market fit is in question. Be more interested in your trend than absolute number — a falling NPS is a leading indicator of churn.

For directional results, around 100 responses is reasonable. For confident comparisons across cohorts or time periods, aim for 400+ per segment. Below 50 responses, NPS becomes very noisy and you should treat it as a vibes check rather than a metric.

Two common patterns: relationship NPS asked every 6–12 months to all active users, and transactional NPS asked right after a meaningful event (purchase, support ticket close, milestone hit). Don't survey too often — survey fatigue lowers response rates and biases the people who still respond.

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