NPS Score Analyzer

What is Net Promoter Score (NPS)?

Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend your product or service. Developed by Fred Reichheld at Bain & Company in 2003, NPS has become the gold standard for measuring customer satisfaction and predicting business growth. The score ranges from -100 to +100, calculated by subtracting the percentage of detractors from the percentage of promoters.

How to Calculate NPS

NPS is based on a single question: “On a scale of 0-10, how likely are you to recommend us to a friend or colleague?” Respondents are categorized into three groups: Promoters (9-10) are loyal enthusiasts who fuel growth through referrals. Passives (7-8) are satisfied but unenthusiastic customers vulnerable to competitive offerings. Detractors (0-6) are unhappy customers who can damage your brand. The formula is simple: NPS = % Promoters - % Detractors.

Interpreting Your NPS Score

NPS scores vary significantly by industry, but general benchmarks suggest: scores above 70 are world-class, 50-69 are excellent, 30-49 are good, 0-29 need improvement, and negative scores indicate serious problems. However, the most valuable insight comes from tracking your NPS over time and comparing it against your own historical data. Focus on the trend, not just the absolute number.

NPS Best Practices

To get the most from NPS surveys: send them at consistent intervals (quarterly is common), follow up with respondents to understand their reasoning, segment your data by customer type or product line, act on the feedback by closing the loop with customers, and track both transactional NPS (after specific interactions) and relationship NPS (overall sentiment). The real value of NPS comes not from the score itself, but from the conversations and improvements it drives.