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Net Promoter Score (NPS) Calculator

Measure customer loyalty and their likelihood to recommend you. A quick theory refresher, then your score calculated instantly from your three segments.

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1What is NPS?

The fundamentals of the metric, in brief.

The Net Promoter Score was developed by Fred Reichheld with Bain & Company and Satmetrix, and introduced in 2003 in the Harvard Business Review. It is today the most widely used customer loyalty metric in the world. It’s based on a single question, called the “ultimate question”: it predicts growth and loyalty better than a long, traditional satisfaction survey. Each respondent is then classified into one of three segments based on their score, making it possible to calculate an overall score that’s simple to track over time and compare across brands.
“How likely are you to recommend [brand / product / service] to a friend or colleague?” The ultimate NPS question — rated from 0 to 10

2The scale used

Each respondent rates on an 11-point scale, then is classified into one of the three segments.

0
1
2
3
4
5
6
7
8
9
10

Detractors

Scores 0 – 6

Dissatisfied customers, at risk of churning and likely to damage the brand’s reputation through negative word of mouth.

Passives

Scores 7 – 8

Satisfied but unenthusiastic customers, vulnerable to competitor offers. They aren’t included in the score calculation.

Promoters

Scores 9 – 10

Loyal, enthusiastic customers who actively recommend the brand and fuel its organic growth.

3The calculation

NPS is expressed in points, on a scale from -100 to +100.

% PromotersScores 9–10
−
% DetractorsScores 0–6
=
NPS

Passives are neither subtracted nor added: they count toward the total number of respondents, but not in the formula itself.

4Calculate your NPS

Enter the percentage of respondents in each segment. The total should reach 100%.

%

%

%

Total of the three segments : 100%
The total isn’t 100% — adjust your segments for an accurate result.

20
Good
A generally satisfied customer base, with clear room for improvement.

Critical Fair Good Excellent Exceptional

5Reading benchmarks

Generally accepted rules of thumb, to be adjusted for your industry.

< 0
Critical

0 – 30
Fair

30 – 50
Good

50 – 70
Excellent

70 – 100
Exceptional

This tool is provided for informational purposes by H-in-Q. For a reliable measurement, survey a sufficient sample of customers and track your NPS over time rather than as a one-off snapshot.

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