NPS Calculator – Net Promoter Score

Q: What is a good NPS score?

a. Above 0 : Good b. Above 30 : Great c. Above 50 : Excellent d. Above 70 : World-class However, benchmarks may vary by industry.

Q: What’s the difference between Promoters, Passives, and Detractors?

a. Promoters (9–10): Loyal enthusiasts likely to promote your brand. b. Passives (7–8): Satisfied but not enthusiastic; vulnerable to competitors. c. Detractors (0–6): Unhappy customers who may damage your reputation.

Q: Is NPS better than other satisfaction metrics like CSAT or CES?

Not necessarily better—just different. a. NPS tracks long-term loyalty. b. CSAT (Customer Satisfaction) tracks short-term satisfaction. c. CES (Customer Effort Score) measures ease of service interaction. Using them together gives a more complete picture.

Q: What’s the best way to ask the NPS question?

“ On a scale of 0–10, how likely are you to recommend our [product/service/company] to a friend or colleague? ” Then optionally ask a follow-up: “ What is the primary reason for your score? ”

Question 1

What is Net Promoter Score (NPS)?

Accepted Answer

NPS is a customer loyalty metric that measures how likely customers are to recommend your product or service to others. It is widely used to assess customer satisfaction and predict business growth.

Question 2

What is a good NPS score?

Accepted Answer

a. Above 0: Good
b. Above 30: Great
c. Above 50: Excellent
d. Above 70: World-class
However, benchmarks may vary by industry.

Question 3

What’s the difference between Promoters, Passives, and Detractors?

Accepted Answer

a. Promoters (9–10): Loyal enthusiasts likely to promote your brand.
b. Passives (7–8): Satisfied but not enthusiastic; vulnerable to competitors.
c. Detractors (0–6): Unhappy customers who may damage your reputation.

Question 4

Why is NPS important?

Accepted Answer

It helps identify customer loyalty, measure satisfaction, and uncover areas for improvement. It also gives insight into potential growth and customer retention.

Question 5

Can I use NPS for employee feedback?

Accepted Answer

Yes. eNPS (Employee NPS) is used internally to gauge employee satisfaction and loyalty using the same scale and calculation.

Question 6

Should I follow up with Detractors?

Accepted Answer

Yes. Detractors often provide valuable feedback on how to improve. Following up can also help repair the relationship and increase retention.

Question 7

Is NPS better than other satisfaction metrics like CSAT or CES?

Accepted Answer

Not necessarily better—just different.
a. NPS tracks long-term loyalty.
b. CSAT (Customer Satisfaction) tracks short-term satisfaction.
c. CES (Customer Effort Score) measures ease of service interaction.
Using them together gives a more complete picture.

Question 8

What’s the best way to ask the NPS question?

Accepted Answer

“On a scale of 0–10, how likely are you to recommend our [product/service/company] to a friend or colleague?”
Then optionally ask a follow-up:
“What is the primary reason for your score?”

Net Promoter Score (NPS) Calculator

FAQs