Calculate your Net Promoter Score (NPS) based on answers to a simple question: “How likely are you to recommend our brand or product on a scale from 0 to 10?” Enter the number of responses for each score or by respondent group, and our free NPS calculator will instantly calculate your score and show you what it means.
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Your NET PROMOTER SCORE
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Net Promoter Score (NPS) is a customer loyalty metric that helps you quickly measure how likely customers are to recommend your product or service. It focuses on customer loyalty and willingness to recommend, rather than measuring customer satisfaction alone.
The standard NPS formula is simple:
NPS = % of Promoters − % of Detractors.
To calculate NPS, customers are asked one question: “How likely are you to recommend our brand to a friend or colleague?”. They answer on a scale from 0 (not at all likely) to 10 (extremely likely). For a more reliable assessment, it is often recommended to collect at least 100 responses.. NPS survey respondents are divided into three groups: Promoters (9–10) — loyal customers and brand advocates who are highly likely to recommend your company. Passives (7–8) — satisfied but less enthusiastic customers who may still be vulnerable to competing offers. Detractors (0–6) — dissatisfied customers who may be less loyal and could negatively affect your brand reputation. Your final NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The result ranges from −100 to +100**, with higher scores indicating a larger share of customers who are willing to recommend your company.
For instance, suppose you survey 100 customers: 50 give a score of 9–10 and are Promoters, 30 give a score of 7–8 and are Passives, 20 give a score of 0–6 and are Detractors, Your NPS would be NPS = 50% − 20% = 30.
You have more dissatisfied customers than brand advocates. Identify the causes of negative feedback as soon as possible. Consider conducting in-depth customer interviews and adding follow-up questions to your feedback surveys.
Customers are generally satisfied with your product or service, but their loyalty is not particularly strong. Conduct qualitative research across the customer journey or sales funnel to identify missing features, service issues, or other factors preventing customers from becoming loyal advocates.
Your company has developed a solid base of loyal customers. Focus on steadily reducing the number of Detractors while encouraging Passives to become Promoters.
A large share of your customers are active fans and Promoters. Keep maintaining a high standard of customer service and continue engaging Passives to strengthen customer loyalty even further.
Interpretation is approximate: consider your industry and the dynamics of your own NPS.
NPS benchmarks can vary significantly depending on the industry, region, type of product, customer audience, and survey methodology. However, typical industry ranges can help you understand how your Net Promoter Score compares with businesses in similar markets.
| Industry | Typical NPS Range | Notes |
|---|---|---|
| B2B SaaS / Business Software | 20 - 45 | Highly dependent on product complexity and support quality |
| E-commerce | 25 - 55 | Influenced by delivery, product quality, and returns |
| Banking & Financial Services | 15 - 40 | Particularly sensitive to security, fees, and mobile app quality |
| Telecommunications / Mobile & Internet | 0 - 20 | Often a challenging industry due to recurring service issues |
| Retail / Brick-and-Mortar | 20 - 50 | Depends on service, product selection, and pricing |
| Healthcare / Medical Services | 20 - 50 | Influenced by quality of care, staff interactions, and wait times |
| Insurance | 10 - 35 | Depends on claim processing speed, ease of signup, and customer support |
| Airlines | 10 - 40 | Strongly affected by service class, delays, and onboard service |
| Hospitality / Hotels | 30 - 60 | Depends on hotel quality, cleanliness, and staff performance |
| Automotive | 30 - 60 | Influenced by the brand and quality of dealership service |
| Education | 25 - 50 | Depends on teaching quality, instructors, and student support |
| Media & Entertainment | 20 - 50 | Influenced by content quality and platform usability |
B2B SaaS / Business Software
20 - 45
Highly dependent on product complexity and support quality
E-commerce
25 - 55
Influenced by delivery, product quality, and returns
Banking & Financial Services
15 - 40
Particularly sensitive to security, fees, and mobile app quality
Telecommunications / Mobile & Internet
0 - 20
Often a challenging industry due to recurring service issues
Retail / Brick-and-Mortar
20 - 50
Depends on service, product selection, and pricing
Healthcare / Medical Services
20 - 50
Influenced by quality of care, staff interactions, and wait times
Insurance
10 - 35
Depends on claim processing speed, ease of signup, and customer support
Airlines
10 - 40
Strongly affected by service class, delays, and onboard service
Hospitality / Hotels
30 - 60
Depends on hotel quality, cleanliness, and staff performance
Automotive
30 - 60
Influenced by the brand and quality of dealership service
Education
25 - 50
Depends on teaching quality, instructors, and student support
Media & Entertainment
20 - 50
Influenced by content quality and platform usability
These figures are approximate. The most useful approach is to track changes in your own NPS over time and compare your results with relevant competitors and industry benchmarks.
The quality of your customer service directly affects customer loyalty, retention, and customers’ willingness to recommend your company. Explore these resources to learn more about customer experience, identify opportunities for improvement, and build more effective customer communication.
Use Umnico solutions to respond to customer messages faster, improve customer service quality, and maintain strong customer loyalty. Keep conversations organized, avoid missed messages, and deliver consistent support across every customer communication channel.
Bring all chats together, respond faster, and provide a better customer experience with Umnico!
Bring all chats together, respond faster, and provide a better customer experience with Umnico!
