NPS Calculator

Net Promoter Score (NPS) is a customer loyalty metric developed by Fred Reichheld and Bain & Company. It asks one question:

How likely are you to recommend us to a friend or colleague?

Respondents answer on a 0-10 scale and are grouped into three categories:

• Promoters (9-10) — loyal enthusiasts who will keep buying and refer others
• Passives (7-8) — satisfied but unenthusiastic customers vulnerable to competition
• Detractors (0-6) — unhappy customers who can damage your brand through negative word-of-mouth

The formula: NPS = % Promoters − % Detractors. The score ranges from −100 to +100.

What is a good NPS score?

How to improve your NPS

1. Follow up with detractors — a personal email or call shows you care and often converts them to passives or promoters.
2. Ask follow-up questions — NPS alone tells you the score but not the reason. AI-powered follow-ups dig into the why.
3. Close the loop — tell customers what you changed based on their feedback. They'll feel heard and rate you higher next time.
4. Survey regularly — quarterly or monthly NPS lets you track trends and measure the impact of changes.
5. Segment your data — NPS by product, feature, or customer cohort reveals where to focus improvement efforts.