Free Tool
NPS Calculator
Calculate your Net Promoter Score in seconds — paste your 0–10 scores or enter counts. See your Promoter, Passive and Detractor breakdown and how you compare by industry.
Anything outside 0–10 is ignored. Try the example to see how it works.
Your Net Promoter Score
Paste your scores to see your NPS.
Run NPS surveys with Ovoform →Collect responses and see your NPS update live — free to start.
NPS benchmarks by industry
A “good” NPS depends heavily on your sector. Use these general benchmark ranges to judge your score in context — then focus on improving your own trend over time.
| Industry | Typical NPS range |
|---|---|
| SaaS / Software | 30 to 40 |
| E-commerce / Retail | 40 to 50 |
| Financial services | 30 to 45 |
| Healthcare | 20 to 40 |
| Professional services | 40 to 60 |
| Telecom / Utilities | 0 to 30 |
Benchmarks are general industry ranges for orientation, not certified figures. Your own quarter-over-quarter trend matters more than any single benchmark.
How to calculate NPS
The NPS formula
Net Promoter Score comes from one question: “How likely are you to recommend us to a friend or colleague?” answered on a 0–10 scale. Sort every response into three groups — Promoters (9–10), Passives (7–8), and Detractors (0–6) — then subtract the percentage of Detractors from the percentage of Promoters. The result is a whole number between -100 and +100.
A worked example
Say you collect 100 responses: 60 Promoters, 20 Passives, and 20 Detractors. Promoters are 60% and Detractors are 20%, so your NPS is 60 − 20 = 40. Notice the 20 Passives never get added or subtracted — but because they’re part of the 100 total, they hold the percentages down. That’s why converting a Passive into a Promoter is one of the fastest ways to lift your score.
Promoters, Passives and Detractors
Promoters are loyal fans who buy again and refer others. Passives are content but unenthusiastic — they’ll leave for a slightly better offer. Detractors are unhappy and can spread negative word of mouth. Reading the breakdown, not just the headline number, tells you where to act: a score of 40 built on many Passives is a very different business from one built on few Detractors.
What counts as a good NPS?
Any positive score means promoters outnumber detractors. As a rough guide, above 30 is great and above 70 is world-class — but benchmarks swing widely by industry (see the table above). The most useful comparison is your own score over time: measure it consistently, on the same audience, and watch the trend.
Turn NPS into action
The score is only the start. Add a follow-up “why did you give that score?” question so every rating comes with a reason, then close the loop with detractors and learn what turns passives into promoters. Running the survey on a regular cadence is what makes the number trustworthy.
Ovoform lets you build a conversational NPS survey, collect responses, and watch your score update live — with the follow-up reasons attached. Explore the feedback & survey templates to start in a click.
FAQs
Frequently Asked Questions
NPS measures customer loyalty from a single question — “How likely are you to recommend us?” on a 0–10 scale. It’s the percentage of Promoters (9–10) minus the percentage of Detractors (0–6), giving a score from -100 to +100.
Group responses into Promoters (9–10), Passives (7–8) and Detractors (0–6). NPS = (% Promoters − % Detractors), rounded to a whole number. Passives count toward the total but not the score. Example: 60% promoters and 20% detractors gives an NPS of 40.
Any score above 0 means you have more promoters than detractors. Above 30 is generally great, and above 70 is world-class. What counts as “good” varies a lot by industry — compare against your sector’s benchmark, not an absolute number.
Promoters (9–10) are loyal enthusiasts who refer others. Passives (7–8) are satisfied but unenthusiastic and easily switch. Detractors (0–6) are unhappy customers who can damage your brand through negative word of mouth.
NPS deliberately focuses on the extremes — the customers most and least likely to influence others. Passives are included in the total response count (which lowers the percentages), but they’re neither added nor subtracted, so improving a Passive to a Promoter raises your score.
There’s no hard minimum, but small samples swing wildly — a handful of responses can move your score by tens of points. Aim for at least 100 responses for a stable read, and track the trend over time rather than obsessing over a single number.
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