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NPS Calculator

Total number of customers who responded to your survey

Customers who rated you 9 or 10 — loyal enthusiasts who will refer others

Customers who rated you 7 or 8 — satisfied but unenthusiastic

Customers who rated you 0 to 6 — unhappy and at risk of churning

Your NPS Score

30

Good · 200 responses

Promoters
100 (50.0 %)
Passives
60 (30.0 %)
Detractors
40 (20.0 %)

How it works

This calculator computes your NPS from raw survey data and benchmarks it against industry averages. Enter your promoter, passive, and detractor counts to see where you stand and identify opportunities for improvement.

Why measure your Net Promoter Score?

  1. It measures intent, not opinion

    It does not ask whether they like you: it asks whether they would put their own name on the line recommending you. That is a tougher bar.

  2. Promoters minus detractors

    The share who score 9-10 minus the share who score 0-6. Passives neither add nor subtract.

  3. Closing the loop with detractors

    A detractor handled in time switches sides; one who is ignored tells everybody else.

The impact of GuruSup in numbers

OffUgo
of time saved every week
17hrs
GuruWalk
of queries resolved by AI
91%
Reveni
improvement in operations efficiency
3.5x

Aston Rentals

of automated guest support
24/7

FAQ

Frequently asked questions

NPS is a customer loyalty metric that measures how likely customers are to recommend your product or service. Customers rate on a 0-10 scale and are classified as Promoters (9-10), Passives (7-8), or Detractors (0-6). NPS is calculated as the percentage of Promoters minus the percentage of Detractors.

NPS ranges from -100 to +100. A score of -100 means every respondent is a Detractor, while +100 means every respondent is a Promoter. In practice, any positive score is considered acceptable, scores above 30 are good, above 50 are great, and above 70 are world-class.

A good NPS score depends on your industry, but generally: above 0 is acceptable, 0-30 is good, 30-50 is great, 50-70 is excellent, and above 70 is world-class. SaaS companies average around 41, while top performers like Apple and Tesla score above 70.

NPS measures long-term customer loyalty and likelihood to recommend, while CSAT (Customer Satisfaction Score) measures satisfaction with a specific interaction or transaction. NPS uses a 0-10 scale and produces a score from -100 to +100. CSAT typically uses a 1-5 scale and is expressed as a percentage. Both are complementary metrics.

To improve NPS: (1) Close the feedback loop by following up with Detractors within 24 hours, (2) Identify and fix systemic issues causing dissatisfaction, (3) Empower frontline teams to resolve problems quickly, (4) Use AI-powered support tools to reduce response times, and (5) Regularly survey customers and track trends over time. Companies using AI chatbots see NPS improvements of 15-25 points on average.

Let's look at it with your own numbers