Turn survey ratings into a single loyalty score. See promoters, passives, and detractors instantly here. Download clean summaries and share improvements with your team.
| Respondent | Score | Category |
|---|---|---|
| 1 | 10 | Promoter |
| 2 | 9 | Promoter |
| 3 | 8 | Passive |
| 4 | 7 | Passive |
| 5 | 6 | Detractor |
| 6 | 10 | Promoter |
| 7 | 9 | Promoter |
| 8 | 5 | Detractor |
| 9 | 8 | Passive |
| 10 | 9 | Promoter |
Percentages
Net Promoter Score
The score ranges from -100 to +100.
Net Promoter Score converts a 0–10 recommendation scale into a single value that ranges from -100 to +100. Because it is percentage based, NPS is comparable across teams, channels, and time windows, even when response volumes differ. Track NPS monthly or quarterly to identify direction, not just a one-time snapshot.
Two groups can share the same NPS while having very different distributions. For example, 55% promoters and 25% detractors yields an NPS of 30, but so does 35% promoters and 5% detractors with many passives. Use the promoter, passive, and detractor percentages shown above to understand the underlying customer mix and the specific movement needed to improve the score.
Benchmarks vary by industry, geography, and survey design, so comparisons should use similar collection methods. In many service settings, an NPS around 0 indicates more promoters than detractors, while 30 suggests strong customer advocacy. Scores above 50 are often considered excellent, but the most useful benchmark is your own historical baseline and the rate of change after improvements.
Smaller samples produce more volatile scores. When responses are limited, focus on confidence and repeatability: compare like-for-like periods, avoid mixing major campaign effects, and watch rolling averages. Segment only when each segment has enough responses to be meaningful. Use the raw score mode to audit individual entries and spot data issues quickly.
Pair NPS with follow-up reasons and operational metrics. Detractors often highlight friction points, while promoters indicate what to protect and scale. Prioritize fixes that reduce detractors first, then invest in experiences that convert passives to promoters. Export CSV for analysis, and use the PDF summary for stakeholder reviews.
A score above 0 is generally positive. Around 30 often indicates strong loyalty, and 50+ is commonly viewed as excellent. Always compare against your historical baseline and similar surveys.
Passives neither strongly advocate nor strongly criticize. NPS focuses on the gap between promoters and detractors, while passives are still tracked as a key pool to convert through targeted improvements.
Yes. A negative score means detractors outnumber promoters. It signals immediate experience issues, higher churn risk, and reputational drag. Use the category percentages to identify where changes are needed.
Counts are fastest when you already have totals. Raw scores are useful for quick audits, small surveys, or exporting detailed breakdowns. Both methods produce the same NPS when the data matches.
Monthly or quarterly is common. Choose a cadence that matches your product cycle and response volume. Consistent timing improves comparability and helps you detect real trend changes.
Reduce detractors by fixing top friction points, then convert passives with reliability and proactive support. Validate improvements with repeated measurement, consistent sampling, and clear follow-up feedback questions.
Important Note: All the Calculators listed in this site are for educational purpose only and we do not guarentee the accuracy of results. Please do consult with other sources as well.