What is Net Promoter Score (NPS)?

Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend your business to others. It's based on a single question: "On a scale of 0-10, how likely are you to recommend us to a friend or colleague?"

How NPS is Calculated

Respondents are categorized into three groups:

Promoters (9-10): Loyal enthusiasts who will keep buying and refer others
Passives (7-8): Satisfied but unenthusiastic customers vulnerable to competitors
Detractors (0-6): Unhappy customers who can damage your brand through negative word-of-mouth

The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters: NPS = % Promoters - % Detractors

2025 NPS Benchmarks by Industry

Based on Survicate's 2025 analysis of over 5.4 million responses:

Manufacturing: 65 (highest)
Healthcare: 61
Agency & Consulting: 59
Retail & Ecommerce: 55
Professional Services: 50
Fintech: 46
Overall Median: 42
Software & SaaS: 30

What Makes a Good NPS Score?

While "good" varies by industry, here's a general guide:

Above 50: Excellent - You're among industry leaders
30-50: Good - Strong customer loyalty
0-30: Average - Room for improvement
Below 0: Critical - Immediate action needed

Why NPS Matters for Your Business

NPS is more than just a number - it's a predictor of business growth:

Revenue Growth: Companies with high NPS scores grow 2x faster than competitors
Customer Retention: Promoters have a 90% retention rate vs. 10% for Detractors
Word-of-Mouth Marketing: Promoters generate 80% of positive referrals
Cost Reduction: It costs 5x more to acquire new customers than retain existing ones

How to Improve Your NPS

Follow up with Detractors: Address their concerns quickly to prevent negative reviews
Convert Passives to Promoters: Identify what would make them more enthusiastic
Leverage Promoters: Ask for reviews, testimonials, and referrals
Close the feedback loop: Show customers you're acting on their feedback
Track trends over time: Monitor NPS monthly or quarterly to measure improvement

NPS vs Other Customer Metrics

NPS vs CSAT: While NPS measures long-term loyalty and likelihood to recommend, Customer Satisfaction Score (CSAT) measures satisfaction with specific interactions or transactions.

NPS vs CES: Customer Effort Score (CES) measures how easy it is to do business with you, while NPS measures overall loyalty.

Use all three metrics together for a complete picture of customer experience.

Get Started with NPS Today

Use our free NPS Calculator above to measure your customer loyalty, compare against industry benchmarks, and get AI-powered recommendations for improvement. With CSV upload support and detailed analytics, you can start understanding your customers better in minutes.

Net Promoter Score (NPS) Calculator