BoldDesk Free Tool

NPS Calculator for Smarter Customer Feedback

Track loyalty trends, benchmark performance, and act on real-time feedback with our smart NPS tool.

Enter the number of responses received for each score

Your Score

0% of Promoters

0% of Passives

0% of Detractors

What Is NPS?

A net promoter score (NPS) is a simple metric that measures customer loyalty based on one question:

“How likely are you to recommend us to a friend or colleague?”

0- Very Disappointed

10- Excellent

The result helps you understand how satisfied your customers are and how likely they are to promote your brand.

How to Calculate Your Net Promoter Score

To determine your NPS, apply the net promoter score formula:

Percentage of Promoters – Percentage of Detractors = NPS

This simple NPS equation helps you measure customer satisfaction and loyalty. For example, if 60% of your respondents are promoters and 10% are detractors, your score would be:

60 - 10 = 50

This result, calculated using the standard NPS calculation formula, reflects how customers feel about your brand experience. The score ranges from -100 to 100.

Use a calculator for NPS to quickly and accurately apply the calculate NPS score formula based on your survey data.

What Is a Good Net Promoter Score?

A good Score depends on your industry, customer base, and growth goals. However, general benchmarks from leading platforms suggest:

Below 0: Concerning

More detractors than promoters; signals dissatisfaction.

Exactly 0: Neutral

Equal promoters and detractors; sentiment is fragile.

Above 0: Positive

You have more promoters than detractors.

Above 30: Strong

Indicates solid customer satisfaction and loyalty.

Above 50: Excellent

Reflects a highly loyal customer base.

Above 70: World-class

Typically achieved by top-performing brands.

Ultimately, a good NPS is one that improves over time. Track it consistently, act on feedback, and let it guide your customer experience strategy.

Quantify Customer Loyalty with NPS

NPS survey responses are grouped into three categories based on the score:

Promoters are your happiest customers, loyal fans, and potential advocates. Encourage them to leave reviews and, share experiences on social media, or reward them with special offers to strengthen their loyalty.

These customers are neutral. They don’t actively promote or criticize your brand and are excluded from the NPS calculation. However, with the right engagement, they can be converted into promoters.

These are dissatisfied customers who are unlikely to recommend your brand. They may leave negative reviews or, speak ill of your brand to others, and are at high risk of churn. Address their concerns promptly to prevent further damage.

Types of NPS Surveys

Net Promoter Score surveys come in two main types, each serving a unique purpose in customer experience analysis:

1. Transactional NPS (tNPS)

Triggered after a specific interaction or event, like a support ticket resolution, product purchase, or onboarding. It helps measure satisfaction with a particular experience and identify immediate service gaps.

2. Relational NPS (rNPS)

Sent at regular intervals (monthly, quarterly, or annually) to gauge overall customer loyalty and brand perception. It's best for tracking long-term trends and benchmarking performance over time.

Best Practices and Quick Tips for NPS Surveys

Use the Right Net Promoter Score Formula

Apply the correct method to calculate your score: subtract detractors from promoters. Use a calculator for NPS to simplify the process and avoid manual errors.

Choose the Right Survey Type

Send transactional surveys after key interactions and relational surveys periodically to track overall loyalty.

Keep It Short and Focused

Ask just the core NPS question and a follow-up for feedback. This improves response rates and clarity.

Segment and Analyze Responses

Break down results by customer type, region, or lifecycle stage for deeper insights using the right NPS calculation formula.

Act on Feedback Quickly

Close the loop by responding to detractors and engaging promoters. Use insights to improve the customer experience.

Frequently Asked Questions

What is the NPS formula used to calculate customer loyalty?

The NPS formula subtracts the percentage of detractors from promoters to measure overall customer sentiment and loyalty.

How does the NPS score calculation formula work?

The NPS score calculation formula is based on customer responses rated from 0 to 10. Only promoters and detractors are used in the final score.

Is the NPS equation suitable for all industries?

Yes, the NPS equation is widely used across industries from SaaS to healthcare to benchmark customer satisfaction and loyalty.

How is NPS different from CSAT and CES?

NPS measures loyalty, CSAT gauges satisfaction, and CES tracks effort to resolve customer issues.

What’s the difference between the NPS calculation formula and other CX metrics?

Unlike complex customer satisfaction models, the NPS calculation formula is straightforward and focuses on customer advocacy.

Want to increase your NPS score?

BoldDesk helps you deliver more efficient, AI-enhanced support that keeps customers loyal.

BoldDesk Free Tool

NPS Calculator for Smarter Customer Feedback

What Is NPS?

“How likely are you to recommend us to a friend or colleague?”

How to Calculate Your Net Promoter Score