NPS Calculator
Enter your Promoters, Passives, and Detractors and get your Net Promoter Score instantly, with an industry benchmark comparison and specific advice on what to do next.
Enter your survey responses
From your NPS survey results
Scored 9 or 10 out of 10
Scored 7 or 8 out of 10
Scored 0 to 6 out of 10
How to group your responses
Ask customers: "How likely are you to recommend us to a friend or colleague?" on a 0 to 10 scale. Promoters rated 9 or 10. Passives rated 7 or 8. Detractors rated 0 to 6.
Your NPS score
+45
You are doing well, but there is clear room to push further. Look at your passives first. They are close to becoming promoters and a relatively small experience improvement often tips them over.
Response breakdown
The formula
60% - 15% = +45
How does your NPS compare to your industry?
NPS varies a lot by industry. A score that is average in retail would be excellent in telecoms. Compare to your sector, not to a generic number.
| Industry | Average NPS | vs your score | Key driver |
|---|---|---|---|
| Software / SaaS | +41 | +4 | |
| E-commerce / Retail | +45 | +0 | |
| Banking / Financial | +35 | +10 | |
| Healthcare | +38 | +7 | |
| Hospitality / Hotels | +56 | -11 | |
| Restaurants / Food | +30 | +15 | |
| Telecoms / Internet | +24 | +21 | |
| Airlines | +29 | +16 |
Source: Bain and Company NPS benchmarks and CustomerGauge industry reports
4 ways to move your NPS in the next quarter
NPS improves when you act on the feedback, not just measure it. These four actions have the highest return across most businesses.
Call your detractors within 48 hours
Most businesses read a low NPS score and do nothing. Calling a detractor within two days of their response and genuinely asking what went wrong converts a significant number of them. It also gives you better feedback than any survey ever will.
Ask promoters for referrals and reviews
Promoters are already talking about you. Most just need a nudge and an easy way to do it. Send a follow-up asking for a Google review, a referral, or a testimonial within a week of their high score while the experience is still fresh.
Move the passives with one specific improvement
Passives rated you 7 or 8. They are not unhappy, just not wowed. Ask them one question: what would have made this a 10? The answers are usually consistent and often surprisingly easy to fix. Passives are the fastest path to a rising NPS.
Segment your NPS by product, team, or touchpoint
A company-wide NPS hides the signal. An NPS of 30 could mean one product line is at 60 while another drags the average down to 30. Segmenting by touchpoint, team, or product tells you exactly where to put your effort.
NPS, CSAT, and CES — what is the difference?
These three metrics are often used interchangeably but they measure different things. Here is when to use each one.
NPS
Measures
Overall loyalty and likelihood to recommend
Use it
Quarterly or after key milestones
Best for
Brand health and long-term retention tracking
CSAT
Measures
Satisfaction with a specific interaction
Use it
After support, purchase, or onboarding
Best for
Operational improvements and touchpoint optimisation
CES
Measures
How much effort the customer had to put in
Use it
After support interactions or self-service
Best for
Removing friction from your customer journey
What makes customers become promoters
Emotional connection
Promoters do not just like your product. They feel good about being associated with it. Businesses that create a sense of belonging or shared identity consistently outperform those that compete purely on features.
Effortless experience
The less effort a customer has to put in to get what they need, the more likely they are to recommend you. Every unnecessary step, form, or hold time is a passive promoter being converted into a passive.
Proactive communication
Customers who hear from you before something goes wrong are far more loyal than those who only hear from you when they have a problem. Proactive updates, check-ins, and progress messages build promoters quietly.
Consistent delivery
High NPS businesses are rarely the flashiest. They are the most consistent. Customers recommend businesses they can rely on to be the same good every time, not the ones that are occasionally great but unpredictable.
Recovery when things go wrong
How a business handles a mistake often matters more than the mistake itself. A customer whose problem was fixed quickly and generously sometimes ends up a stronger promoter than one who never had a problem at all.
Visible improvement over time
Customers who can see that their feedback led to changes are significantly more likely to become promoters. Closing the loop by telling customers what you changed based on their input turns passive scores into 10s.
more promoters. fewer detractors.
Bragly helps you collect more reviews from your happiest customers while giving you the tools to respond to and recover detractors before they hurt your score.
Frequently Asked Questions
NPS stands for Net Promoter Score. It measures how likely your customers are to recommend your business to others. You ask one question: on a scale of 0 to 10, how likely are you to recommend us? Respondents are grouped into Promoters (9 to 10), Passives (7 to 8), and Detractors (0 to 6). NPS is the percentage of Promoters minus the percentage of Detractors.