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Calculate Your Net Promoter Score
Enter the number of responses in each category from your NPS survey (0-10 scale). Promoters = 9-10, Passives = 7-8, Detractors = 0-6.
What is Net Promoter Score (NPS)?
The NPS Survey
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?"
- Promoters (9-10): Loyal enthusiasts who fuel growth
- Passives (7-8): Satisfied but vulnerable to competitors
- Detractors (0-6): Unhappy customers who can damage your brand
Why NPS Matters
- Promoters are 4.2x more likely to buy again
- Promoters are 5.6x more likely to forgive a bad experience
- A 12-point NPS increase correlates with doubling revenue growth
- Companies with NPS 50+ grow 2.5x faster than competitors
How to Calculate NPS
The NPS formula is straightforward. Subtract the percentage of Detractors from the percentage of Promoters. Passives are not included in the calculation but do count toward the total number of responses.
For example, if you survey 100 customers and receive 60 Promoters, 25 Passives, and 15 Detractors: NPS = 60% - 15% = +45 (Great).
NPS Benchmarks by Industry
Average NPS varies significantly by industry. Use these benchmarks to contextualise your score. A "good" NPS in telecoms would be average in hospitality.
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ReviewSense calculates your NPS from real customer reviews across Google, Facebook, Trustpilot, and more. Get real-time scores, sentiment trends, and AI-powered response suggestions.
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