NPS - Net Promoter Score — Smart Financial Analysis
Calculate Net Promoter Score from promoters, passives, and detractors. Customer loyalty metric with industry benchmarks.
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NPS measures customer loyalty by asking "How likely are you to recommend us?" (0–10). NPS = (% Promoters) − (% Detractors). NPS > 0 is good; 50+ is excellent; 70+ is world-class. Focus on detractors: close the loop, resolve issues quickly.
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Why: NPS measures customer loyalty by asking "How likely are you to recommend us?" (0–10). Promoters (9–10), Passives (7–8), Detractors (0–6). NPS = % Promoters − % Detract...
How: Enter Promoters (9-10), Passives (7-8), Detractors (0-6) to get instant results. Try the preset examples to see how different scenarios affect the outcome, then adjust to match your situation.
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📋 Quick Examples — Click to Load
📊 NPS Score Distribution
📈 NPS Trend
🍩 Respondent Mix
📊 Industry Benchmark
NPS Results
Good. 60% promoters, 20% detractors
For educational purposes only — not financial advice. Consult a qualified advisor before making decisions.
💡 Money Facts
NPS - Net Promoter Score analysis is used by millions of people worldwide to make better financial decisions.
— Industry Data
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— NBER Research
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— S&P Global
Net Promoter Score (NPS) measures customer loyalty: "How likely are you to recommend us?" (0–10). Promoters (9–10), Passives (7–8), Detractors (0–6). NPS = % Promoters − % Detractors. Range -100 to +100. Created by Fred Reichheld at Bain & Company. NPS 50+ is excellent; 70+ world-class. Apple scores ~72.
Sources: Bain & Company, Satmetrix, Qualtrics, Temkin Group
Key Takeaways
- • NPS = % Promoters − % Detractors; passives don't count in the formula
- • 9–10 = Promoter, 7–8 = Passive, 0–6 = Detractor
- • NPS 50+ excellent; 70+ world-class; negative = more detractors than promoters
- • Track over time; close the loop with detractors to improve
Did You Know?
How Does NPS Work?
The question
"On a scale of 0–10, how likely are you to recommend [company/product] to a friend or colleague?" One question, simple to answer. Optional: "Why?" for qualitative feedback.
Classification
Promoters (9–10): loyal enthusiasts. Passives (7–8): satisfied but unenthusiastic. Detractors (0–6): unhappy, may damage brand. Only promoters and detractors affect the score.
Calculation
NPS = (% Promoters) − (% Detractors). Example: 60% promoters, 20% detractors → NPS 40. Passives are in the denominator for percentages but not in the subtraction.
Expert Tips
Industry Benchmarks
| Industry | Typical NPS |
|---|---|
| SaaS / Software | 30–50 |
| Airlines | 10–30 |
| Banking | 20–40 |
| Retail | 20–40 |
| Apple (benchmark) | ~72 |
Frequently Asked Questions
What is Net Promoter Score?
NPS measures customer loyalty by asking "How likely are you to recommend us?" (0–10). Promoters (9–10), Passives (7–8), Detractors (0–6). NPS = % Promoters − % Detractors, range -100 to +100. Created by Fred Reichheld at Bain.
How is NPS calculated?
NPS = (% Promoters) − (% Detractors). Promoters = 9–10, Passives = 7–8, Detractors = 0–6. Example: 60 promoters, 20 passives, 20 detractors out of 100 → 60% − 20% = NPS 40. Passives are not counted in the formula.
What is a good NPS?
NPS > 0 is good; 50+ is excellent; 70+ is world-class. Industry benchmarks: SaaS 30–50, Airlines 10–30, Banking 20–40, Telecom often negative. Apple scores ~72. Compare to your industry benchmark.
What are NPS benchmarks by industry?
SaaS/Software: 30–50. Airlines: 10–30. Banking: 20–40. Retail: 20–40. Telecom: -10 to 20. Auto: 20–50. Hospitality: 30–50. Negative NPS indicates more detractors than promoters — urgent action needed.
How to improve NPS?
Focus on detractors: close the loop, resolve issues quickly. Convert passives to promoters with follow-up. Reduce friction, improve product quality, deliver on promises. Track NPS over time; small gains compound.
NPS vs CSAT?
NPS measures loyalty and likelihood to recommend (0–10, one question). CSAT measures satisfaction with a specific interaction (often 1–5). NPS predicts growth; CSAT measures transaction quality. Use both for different insights.
Key Statistics
Official Data Sources
⚠️ Disclaimer: This calculator is for educational purposes. NPS benchmarks vary by industry and survey method. Use for internal tracking and improvement. Not a substitute for comprehensive customer research.
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