About Net Promoter Score

The Net Promoter Score (NPS) is a key performance indicator that measures customer loyalty and satisfaction. It is used by businesses across all industries to gauge how likely customers are to recommend their product or service to others. NPS is based on a single question survey asking customers to rate the likelihood of recommending your company on a scale from 0 to 10. Based on the responses, customers are classified into three categories: Promoters (9-10), Passives (7-8), and Detractors (0-6).

Promoters are your enthusiastic loyal customers who will refer others and fuel growth. Passives are satisfied but unenthusiastic, and Detractors are unhappy customers who can damage your brand through negative word of mouth. The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.

This simple metric gives deep insight into the health of your brand and customer relationships. It helps identify potential issues in customer service or product quality and drives strategic improvements. By regularly tracking your NPS, you can observe changes in customer perception over time and align business operations with customer expectations.

Use this calculator to instantly compute your Net Promoter Score and take the next steps to enhance your customer experience strategy today. Whether you're in SaaS, e-commerce, healthcare, or education, NPS is a universally valuable tool for driving loyalty and growth.