GuruSup

NPS Calculator

Net Promoter Score (NPS) is the gold standard for measuring customer loyalty.

Unlike CSAT, which measures transactional satisfaction, NPS predicts long-term business growth. Research by Bain & Company shows that NPS leaders in their industry grow 2x faster than competitors. The reason is simple: Promoters buy more, stay longer, refer friends, and cost less to serve. Each point of NPS improvement correlates with a measurable increase in revenue.

Access the calculator

Calculate Your NPS

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

Case Studies

Trusted by industry leaders

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

Why measure your Net Promoter Score?

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.

Promoters minus detractors

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

Closing the loop with detractors

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

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