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NPS Calculator — Net Promoter Score

Calculate Net Promoter Score index (-100 to +100) from Promoters, Passives, and Detractors.

100% client-side. Nothing you type is uploaded or stored on a server.

"How likely are you to recommend us to a friend, on a scale of 0 to 10?" One question, asked to every customer once a quarter, gives you the Net Promoter Score — the most widely used measure of loyalty and the best early warning of churn a small business can get. This calculator computes NPS from your responses, splits promoters, passives and detractors, shows the margin of error for your sample size, and tracks the score over time and by segment.

The formula

  • Promoters: rated 9 or 10. Passives: 7 or 8. Detractors: 0 to 6.
  • NPS = % Promoters − % Detractors, a number from −100 to +100.

From 120 responses: 54 promoters (45%), 42 passives (35%), 24 detractors (20%) → NPS +25. Passives do not count in the score but matter: they are the customers most easily moved into either camp.

How to use the calculator

  1. Enter the count of responses at each score (or paste the ratings).
  2. Read the NPS, the three percentages, and the margin of error — with 120 responses it is about ±10 points, so a quarter-to-quarter move of 5 is noise.
  3. Add earlier periods for the trend; segment by branch, product line or customer tenure.
  4. Read the comments from detractors first; the follow-up question "what could we do better?" is where the value is.
  5. Close the loop: reply to every detractor within 48 hours.

Benchmarks (indicative, India)

SectorTypical NPS
Neighbourhood retail, cafés with loyal bases+40 to +70
E-commerce sellers+20 to +50
Telecom and broadband0 to +30
Professional services+30 to +60

Anything above 0 means more promoters than detractors; above +50 is excellent. Your own trend matters more than the sector figure.

Using NPS well

  • Ask once a quarter or after a milestone (first month, project completion), not after every transaction — that is what CSAT is for.
  • Sample fairly: surveying only regulars inflates the score; use your full customer list.
  • Promoters are your referral engine: send them the Google review request and a referral link (referral rate calculator) — but never gate reviews by score.
  • Detractors predict churn: act on them and watch the retention rate improve a quarter later.
  • Tie it to operations: falling NPS with steady CSAT usually means pricing, policy or competition rather than service.

Collecting responses

A WhatsApp template ("On a scale of 0–10, how likely are you to recommend Kaagazo Stores to a friend? Reply with a number.") reaches most Indian customers; a QR to a form from the URL QR generator works on receipts and packaging. Keep it to the one question and an optional comment. Consent and frequency rules for business messaging are summarised in TRAI's new anti-spam rules.

Frequently asked questions

What is a good NPS?

Above 0 is positive, above +30 is good, above +50 is excellent. Compare with your own previous quarters before sector benchmarks.

Why don't passives count?

The score is designed to contrast enthusiasts with critics. Passives are satisfied but not loyal; track their share separately because they are the easiest group to move.

How many responses do I need?

At least 50 for a rough number and 100–200 for quarter-to-quarter comparisons. The calculator shows the margin of error for your sample.

NPS or CSAT — which should I use?

Both, for different purposes: CSAT after transactions to fix operations; NPS periodically to measure loyalty and predict churn.

Can I use a 1–5 scale?

The standard is 0–10 and benchmarks assume it. If you must use 1–5, treat 5 as promoter, 4 as passive, 1–3 as detractor, and do not compare with published NPS figures.