NPS Calculator
Calculate your Net Promoter Score in seconds
Converge Team
Enter Your Survey Results
Your NPS
Net Promoter Score is the single most widely used metric for measuring customer loyalty. Developed by Fred Reichheld at Bain & Company in 2003, it has since been adopted by two-thirds of the Fortune 1000.
The concept is simple: ask your customers one question — "How likely are you to recommend us to a friend or colleague?" — on a 0-to-10 scale. Based on their response, they fall into three categories:
- Promoters (9-10): Loyal enthusiasts who keep buying and refer others
- Passives (7-8): Satisfied but unenthusiastic customers vulnerable to competitors
- Detractors (0-6): Unhappy customers who can damage your brand through negative word-of-mouth
According to Bain & Company research, companies with the highest NPS in their industry grow at more than twice the rate of competitors. A 12-point increase in NPS leads to a doubling of a company's growth rate on average.
Industry benchmarks vary significantly. SaaS companies average an NPS of 41, while internet services average 32. Airlines average 35, healthcare averages 38, and e-commerce averages 45. Knowing where you stand relative to your industry is more useful than comparing to an absolute number.
For customer support teams, NPS is directly tied to the quality of service interactions. Research from Zendesk shows that customers who rate support interactions as "good" are 4x more likely to become Promoters than those who rate interactions as "bad." While NPS measures loyalty, pairing it with a CSAT score gives you both the strategic and tactical view of customer sentiment.
How to Use This Calculator
- Collect responses: After running your NPS survey, count how many respondents gave each score range.
- Enter your numbers: Input the count of Promoters (9-10 ratings), Passives (7-8), and Detractors (0-6) into the fields above.
- Read your score: Your NPS appears instantly, along with the percentage breakdown and a benchmark rating.
- Compare to benchmarks: Use the benchmark indicator to see how your score compares to industry standards.
You can also use this calculator to model scenarios. Try adjusting the numbers to see how converting a few Detractors to Passives — or Passives to Promoters — would change your overall score.
Pro Tips
- Follow up fast: Contact Detractors within 24 hours. Companies that close the feedback loop see NPS improvements of 10-15 points within a quarter.
- Segment your data: Calculate NPS by customer segment, product line, or support channel. Aggregated NPS hides important patterns.
- Track trends, not snapshots: A single NPS measurement is less useful than the trend over time. Aim for quarterly measurements at minimum.
- Ask the follow-up question: Always include an open-ended "Why did you give this score?" question. The qualitative data is often more actionable than the number itself.
- Don't game the metric: Avoid surveying only happy customers or asking for high scores. This produces false data that hides real problems.