Calculate your Net Promoter Score

Net Promoter Score (NPS) is a metric that gauges the customers's likelihood to recommend your product or service to their friends and family. Dive deep into the NPS framework, calculate your score effortlessly with our free NPS calculator, and explore our expertly crafted NPS survey template to take your customer experience (CX) to the next level.

Net Promoter Score (NPS) Calculator

Detractors
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NPS Calculation
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0Your NPS score

How to calculate NPS

Your NPS is the percentage of people who would advocate for your brand, minus the percentage of those who wouldn’t. Here's the NPS formula:

Example:

If 70% of your customers are Promoters and 10% are Detractors, then:

NPS = 70% − 10% = 60

It’s that straightforward!

How to calculate NPS

How to interpret the NPS scale

Understanding the NPS scale is the first step to unlocking customer loyalty insights. The scale ranges from 0 to 10, but each category provides unique insights into customer sentiment. Here’s how it breaks down:

Promoters (9–10)

These customers are loyal advocates who don’t just love your brand; they champion it. They’re the ones spreading positive word-of-mouth and fueling your growth.

Passives (7–8)

Content but not captivated, passives may stick around but won’t actively promote your brand. Think of them as neutral territory—safe, but not growing your influence.

Detractors (0–6)

These dissatisfied customers are at risk of leaving and could damage your reputation with negative reviews or feedback. Addressing their concerns is essential to turning things around.

How to evaluate NPS 

Measuring your Net Promoter Score is one thing, but understanding what it means is another. Here are two approaches to evaluate your score:

Absolute method  

The absolute method uses predefined thresholds to evaluate your NPS without external comparisons:

Above 0 : A positive score means you have more Promoters than Detractors—a healthy sign of customer satisfaction.

50 and above: This is considered excellent and suggests strong loyalty.

100: A perfect score, where every customer is a Promoter, is rare but considered the gold standard.

This method helps you assess your score based on universal benchmarks, no matter the industry.

Absolute method

Relative method  

The relative method compares your NPS to external benchmarks, like industry averages or competitors’ scores:

Industry standards: Different sectors have unique NPS norms. For instance, a score of 30 might be exceptional in one field but average in another.

Competitor analysis: Comparing your NPS to competitors provides insights into your market position and opportunities for growth.

This approach offers context, showing how your performance stacks up in the real world.

Relative method

Applications of the NPS

Net Promoter Score is a tool you can apply across teams and decisions. Here’s where it really shines:

  • Monitoring brand health  

    Keep a pulse on how customers perceive your brand over time.

  • Customer segmentation 

    The NPS categorizes your customers into three key groups—promoters, who are loyal and enthusiastic; passives, who are content but not particularly engaged; and detractors, who are dissatisfied and at risk of churning.

  • Improved customer support 

    Measure the effectiveness of service interactions and refine support quality.

  • Benchmarking & competitive analysis 

    Compare your score to industry standards to see where you stand and how far you can go.

Applications of the NPS

Net Promoter Score is a tool you can apply across teams and decisions. Here’s where it really shines:

  • What is relational NPS (rNPS)  ?  

    Relational NPS measures overall customer loyalty by asking about their likelihood to recommend your brand. It’s typically conducted periodically to gauge long-term trends in customer sentiment. For example, you can send quarterly NPS surveys to your customer database to track satisfaction over time.

  • What is transactional NPS (tNPS)?  

    Focused on specific interactions, transactional NPS evaluates customer sentiment after key touchpoints—like a product purchase or customer support interaction. It provides insights into how individual experiences affect loyalty.

  • What is employee NPS (eNPS)?   

    Not limited to customers, NPS can measure employee satisfaction also. eNPS assesses how likely your employees are to recommend your organization as a great place to work, offering insights into workplace culture and engagement. For example, you can send quarterly eNPS surveys to staff to gauge morale and identify areas for improvement.

Measure and improve your NPS in three easy steps 

Zoho Survey makes tracking and improving your Net Promoter Score simple and effective. Here’s how:

  • Step 1

    Get started with ready-to-use templates 

    No need to start from scratch. Choose our fully customizable NPS survey template designed to help you ask the right questions and collect meaningful feedback in minutes.

  • Step 2

    Distribute surveys effortlessly  

    Reach your audience where they are. Send surveys via email, embed them on your website, or use offline methods like kiosks for in-person feedback. Zoho Survey offers highly flexible email scheduling options, allowing you to send surveys at optimal times and automate follow-ups for better response rates.

  • Step 3

    Analyze results with powerful tools   

    Turn data into insights with Zoho Survey’s advanced analytical features. Use dashboards to benchmark your NPS, identify trends with dynamic trend reports, and apply custom filters to uncover what truly matters.

Find out how much your customers love you