Net Promoter Score (NPS)

Measures customer loyalty and likelihood to recommend

Customer SuccessProductSaaS / SoftwareE-commerce / RetailHealthcareScore / IndexQuarterly

FORMULA

NPS = % Promoters - % Detractors

Alternate Calculations

Expanded(Promoters / Total Responses × 100) - (Detractors / Total Responses × 100)

What is Net Promoter Score?

Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend your product or service to others. Customers rate on a 0-10 scale and are categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6). NPS ranges from -100 to +100. Scores above 0 are generally considered good, above 50 excellent, and above 70 world-class. It's one of the most widely used customer experience metrics.

Chart

Edit the data below to update the chart. Download as PNG or SVG — free, no sign-up required.

CSV or tab-separated format · edit to update chart live · 4 rows

Sample Data

quarterpromoterspassivesdetractorsnps
Q1 202562241448
Q2 202565221352
Q3 202568201256
Q4 202570191159

Required Data Columns

Respondent IDScore (0-10)Survey Date