Free NPS Calculator - Net Promoter Score Calculator by FeatureOS
NPS Calculator
Calculate your Net Promoter Score® (NPS®) instantly. Enter your survey responses below to get your score.
NPS Calculator
Use this free NPS Score Calculator to analyze your Net Promoter Score® (NPS®) data. Simply enter the number of promoters, passives and detractors and the calculator will do the rest.
0
NPS score
Detractors
0
1
2
3
4
5
6
Passives
7
8
Promoters
9
10
What is NPS?
Net Promoter Score (NPS) is a widely adopted customer satisfaction and loyalty metric used by businesses, especially in the SaaS industry to measure how likely users are to recommend their product or service.
NPS tells you how likely your customers are to recommend your product to others.
Based on responses to the question "On a scale of 0 to 10, how likely are you to recommend a particular product to a friend or colleague?" customers are categorized as:
- Promoters (9-10): Loyal enthusiasts likely to refer others and fuel growth
- Passives (7-8): Satisfied but less likely to promote or defend your brand
- Detractors (0-6): Unhappy customers who could damage your brand through negative word-of-mouth
Understanding Your NPS Score
-100 to 0: Needs Improvement
More detractors than promoters. Focus on understanding and addressing customer pain points.
0 to 30: Good
Positive score but room for improvement. Work on converting passives to promoters.
30 to 70: Great
Strong customer loyalty. Continue improving and maintain quality.
70+: Excellent
World-class customer loyalty. Share best practices across your organization.
What is a good NPS score?
A "good" NPS score can vary by industry, but here's a general benchmark for SaaS:
| NPS Score Range | Meaning |
|---|---|
| 0 to 30 | Average – Room for improvement |
| 31 to 50 | Good – Customers are satisfied |
| 51 to 70 | Excellent – Strong brand loyalty |
| 71+ | Outstanding – World-class experience |
In the SaaS world, an NPS above 30 is typically considered healthy, and scores above 50 indicate exceptional product-market fit and customer satisfaction. And any score above 50 indicates a strong brand loyalty.
Tips for Improving Your NPS
- • Follow up with detractors to understand their concerns and address issues
- • Ask promoters for testimonials and referrals to leverage their enthusiasm
- • Focus on converting passives by identifying what would make them promoters
- • Track NPS trends over time rather than focusing on single scores
- • Segment NPS by customer type, product, or touchpoint for deeper insights
How to Improve Your NPS Score?
NPS score ranges somewhere between -100 and +100. The closer your score is to +100, the more loyal and satisfied your customers are. A high positive score means that promoters significantly outweigh detractors. A negative score, on the other hand, suggests that your business has more dissatisfied customers, which can negatively impact your product.
The Case of NPS Detractors (0–6)
Who they are: Detractors are customers who've had a frustrating experience with your product. They often leave negative real-time feedback, and are likely to churn if not heard.
Why it matters: Detractors highlight what's not working—be it a broken feature, poor onboarding, or a confusing experience. Their feedback is a goldmine for improvement. Ignoring them increases churn; listening to them builds trust.
Common reasons: Bugs, bad support, missing features, or poor onboarding.
How to manage them:
- Acknowledge their feedback and pain point quickly
- Share how their input has influenced your roadmap
- Let them know when the improvement or feature is going live
💡 Tip: A short, personal follow-up can go a long way in rebuilding trust and possibly turning a detractor into a passive or even a promoter. Use FeatureOS to track detractor feedback in real time, link it to your roadmap, and close the loop visibly. Try it now →
NPS Passives (7–8)
Who they are: Passives are neutral users who leave real-time feedback that's neither strongly positive nor negative. They're not unhappy, but they're also not excited. Often, they've only used a few features or haven't seen the full value of your product yet.
Why it matters: Passives are low-hanging fruit. Since they're already somewhat satisfied, a little extra effort could turn them into loyal promoters.
How to manage them:
- Thank them for their honest feedback
- Ask what would improve their experience
- Offer early access to upcoming features or invite them to a user research call
NPS Promoters (9–10)
Who they are: Your biggest fans! They love your product and are already likely talking about it to others. They are highly engaged users who believe in your solution and want others to benefit too.
Why it matters: These users are already sold on your product—now's your chance to turn them into champions. Promoters are perfect candidates for referrals, testimonials, beta features, and community building.
How to manage them:
- Thank them personally
- Invite them to share testimonials or success stories
- Offer referral links, swag, or VIP access to keep them engaged
💡 Tip: Promoters can be your best marketing channel, help them help you grow. Check out how top brands handle feedback →
NPS Survey Best Practices
To get the most value from your NPS surveys, follow these key guidelines:
- Distribute through familiar channels: Send surveys via in-app widgets or email after key touchpoints (onboarding, support, renewals)
- Automate for consistency: Set automated survey flows to track NPS over time without manual effort
- Close the loop: Always follow up with respondents and act on feedback
- Track NPS trends: Benchmark quarterly or monthly to see if product changes impact loyalty
- Ask the right questions: Keep your core NPS question simple and follow up with "Why did you choose that score?"
Why NPS Matters for SaaS Teams
For product and growth teams, NPS is more than a vanity metric—it's a predictive indicator of:
- Churn and retention
- Customer loyalty and satisfaction
- Referral potential and brand advocacy
- Product-market fit and roadmap direction
When integrated with feedback tools like FeatureOS, NPS goes beyond a number—it becomes a system for collecting, analyzing, and acting on customer sentiment.
Frequently Asked Questions About NPS
Is 30 a good NPS score?
Yes, especially in competitive markets like SaaS. It means you have more promoters than detractors, but still room to improve.
Is 70 or 75 a good NPS score?
Absolutely. Scores in the 70s are rare and reflect a highly loyal customer base. These companies often see strong referral growth and low churn.
Is 65 or 67 a good NPS score?
Yes, both scores are well above industry averages and signal excellent user satisfaction and retention potential.
What is considered a poor NPS score?
Any score below 0 indicates more detractors than promoters. It's a sign that customers are dissatisfied or disengaged and that immediate product or service improvements are needed.
How do I know what Apple's NPS score is?
Apple consistently ranks in the high 60s to low 70s, which reflects its strong customer advocacy and brand loyalty.
What does an NPS of 75 actually mean?
It means 75% more customers are promoters than detractors a world-class score indicating users love your product and are actively recommending it.
Everything your team needs in one place
Stop juggling multiple tools. FeatureOS brings feedback collection, roadmap planning, and customer communication together.