Interaction Metrics

Easily calculate your NPS and compare it to industry benchmarks.

Whether you're trying to improve customer loyalty, track satisfaction trends, or simply see where you stand, our Net Promoter Score Calculator gives you quick, accurate results—without the fluff.

5 Survey Mistakes Costing You Customers ➔

Get Our Free Guide

  • This field is for validation purposes and should be left unchanged.

How to Use Our Net Promoter Score Calculator

It’s simple. Enter your data, choose your industry, and get instant insight.

Step 1: Input the number of Detractors, Passives, and Promoters based on survey responses.

Step 2: The calculator will automatically compute your Net Promoter Score (NPS) using the standard formula: % Promoters – % Detractors

Step 3: Select your industry from the dropdown menu to compare your score to the latest industry benchmarks.

You’ll see how you stack up—so you can stop guessing and start benchmarking.

Keep in mind: Passives are included in the total respondent count when calculating percentages. For example, if you have 100 total responses and 20 Promoters, that’s 20%.

What Is Net Promoter Score (NPS)?

NPS is a popular customer experience metric that measures customer loyalty based on one question:

“How likely are you to recommend our company/product/service to a friend or colleague?”

Customers respond on a scale of 0 to 10 and fall into three categories:

  • Promoters (9–10): Loyal enthusiasts who will keep buying and refer others.

  • Passives (7–8): Satisfied but unenthusiastic customers vulnerable to competitors.

  • Detractors (0–6): Unhappy customers who can damage your brand through negative word-of-mouth.

woman taking net promoter score (nps) survey

Why NPS Matters

NPS is a simple but powerful indicator of customer perception. Companies use it to:

  • Measure brand loyalty

  • Identify customers at risk of churn

  • Track CX initiatives over time

  • Benchmark against industry standards

But while NPS is easy to calculate, it’s easy to misuse. Avoid relying on it alone—use segmentation and open-ended follow-ups to get the full picture.

man holding an ipad showing an Interaction Metrics customer feedback dashboard

How to Segment Your NPS

To get more insight from your NPS:

  • By Customer Type: Segment by new vs. returning customers, customer types, etc.

  • By Product or Service: Break out feedback by product line.

  • By Channel: See if email support or in-person service drives different scores.

  • By Region: Compare locations or markets.

Segmentation helps you pinpoint where loyalty thrives—and where it breaks down.

example of an interactive customer feedback dashboard where the client’s NPS score is shown over time in a tracking study

5 Survey Mistakes Costing You Customers ➔

Get Our Free Guide

  • This field is for validation purposes and should be left unchanged.

Net Promoter Score Calculator FAQs

What is a good Net Promoter Score?

It depends on your industry—but generally, anything above 0 means you have more promoters than detractors. A score above 50 is excellent, and 70+ is world-class. Still, your best benchmark is your own progress over time.

Why are Passives included in the calculation if they’re not part of the final score?

While Passives don’t directly affect the score, they are included in the total respondent count—so they influence the percentage calculations for Promoters and Detractors.

How many responses do I need to calculate a reliable NPS?

A few dozen can give you a rough idea, but for statistical validity, you’ll want a sample size of at least 200–300 responses. Use our Survey Sample Size Calculator to find your target.

Can I use NPS to compare teams, products, or locations?

Yes—but only if your segments are large enough. NPS is more meaningful when segmented by factors like channel, region, or customer type. Just make sure each segment has a statistically valid number of responses.

Is NPS enough to measure customer experience?

No. NPS is just one indicator. To truly understand your customer experience, combine NPS with open-ended feedback, text analysis, and correlation modeling—all of which Interaction Metrics can help with.

Can I use this calculator for internal feedback (e.g., employee NPS)?

You can—but be cautious. eNPS and other internal surveys need different framing and privacy considerations. If you’re not sure, let’s talk.

5 Survey Mistakes Costing You Customers ➔

Get Our Free Guide

  • This field is for validation purposes and should be left unchanged.