Curious about your customers’ loyalty? Enter your survey response counts below to compute your NPS and see how your users feel about your brand.
Enter number of respondents in the fields below.
Enter values above to see result
Net Promoter Score® (NPS) is a popular customer experience metric. It measures customer loyalty and the sentiment towards your brand based on the answers to one NPS question: “How likely are you to recommend our company to your friends and colleagues?”
To measure NPS, you need to run a survey. Its respondents must pick a score between 0 (not at all likely) and 10 (very likely)—and usually answer an open-ended follow-up NPS question that asks them to explain their choice.
To calculate NPS, you need to subtract the percentage of your Detractors from the percentage of your Promoters.
Promoters are respondents who chose the scores of 9 to 10. They’re your most loyal, happy customers who are most likely to recommend you to their peers.
Detractors are respondents who chose the scores of 0 to 6. They’re the unsatisfied customers who are likely to switch to your competition and give you negative reviews.
The respondents who chose the scores of 7 to 8 are Passives. This group isn’t involved in the Net Promoter Score calculation.
Net Promoter Scores range from -100 to a 100.
The online NPS calculator above will perform this calculation for you – all you need to do is feed it with your NPS results.
And when you run NPS surveys with Survicate, you’ll get an automatic Net Promoter Score calculation and response breakdown.
Needs significant improvement. You have more detractors than promoters.
A good score. Most SaaS companies land in this range.
World-class. Brands like Apple and Tesla live here.
Generally, any score above 0 is positive. It means that you have more loyal than disloyal customers.
But NPS averages might vary depending on the company’s industry, size, and lifecycle. This is why it’s best to benchmark your score against your competitors or industry standards.
In Survicate's 2023 NPS benchmark report, you'll find the average Net Promoter Score of companies from 11 different industries. Discover how you stack up against your competition!
Or just set up your own benchmarks and constantly work towards improving your Net Promoter Score. Benchmarking your NPS will help you monitor the state of your customer satisfaction program. You’ll discover which of your changes and strategies impact customer loyalty. And saying “goodbye” to guesswork will put you one step ahead of the competition.
So, you’ve just calculated your Net Promoter Score. What now?
Finding out your Net Promoter Score and gathering actionable feedback is just the beginning. It’s time to get the insights you gathered to drive your customer experience program home.
Close the feedback loop. React to responses to the NPS questions. Turn the promoters into your biggest fans, and work with detractors to change their minds! Survicate will track the answers and send notifications—so you can react in real-time.
Identify the strengths and weaknesses in your customer journey. Responses to open-ended questions will help you find your biggest growth drivers… and your worst qualities. Is there a product feature your Promoters praise? Invest in it. Do your Detractors complain about your customer service? Make sure your fix it. Et cetera!
Measure NPS frequently and regularly. Don’t make your NPS campaign a one-time thing. Consistency is the only way to make sure you stay on top of customer satisfaction and your internal benchmarks are reliable.
Find your benchmarks and track progress. Track how your NPS score changes to monitor the state of your customer experience and predict your growth. Comparing responses over time will help you see if bringing customer feedback to life brings the desired results. With Survicate reports, you’ll get all the NPS data you need to act.