How it works
How to calculate your NPS
Enter your survey responses
Type in how many people gave each score from 0 through 10. You can also just enter totals for promoters, passives, and detractors if you already have those grouped.
Read your score
The calculator subtracts the percentage of detractors (0-6) from the percentage of promoters (9-10). Passives (7-8) count toward total responses but don't directly affect the score.
Compare against benchmarks
Anything above 0 means more promoters than detractors. Above 30 is solid for most industries. Above 70 is world-class. Use the result to track changes over time or compare across segments.
Tips for improving your NPS
Practical moves that shift real scores, not just theory.
Follow up with detractors fast
Reach out within 24 hours of a low score. Many detractors can be won back to passives or even promoters if you resolve their issue quickly.
Ask passives what would make it a 9
Passives are the easiest group to move up. A simple follow-up question often reveals one specific thing you can fix, like shipping speed or packaging.
Collect reviews from your promoters
If someone gives you a 9 or 10, they are already willing to say nice things. Ask them for a public review right then. That's free marketing from your happiest customers.
Survey at the right moment
Sending an NPS survey 2 days after delivery gets very different results than sending it 2 hours after purchase. Pick a moment when the customer has actually experienced your product.
Segment by purchase type
Your NPS for first-time buyers might be 25 while repeat customers sit at 65. Lumping them together hides what's really going on. Break it apart and fix the weak spots.
Track monthly, not just once
A single NPS survey is a snapshot. Monthly tracking shows trends. If your score dropped from 42 to 31 after a product change, you know exactly what caused it.
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Questions, answered
It's a loyalty metric based on one question: how likely are you to recommend us on a scale of 0 to 10. People who answer 9 or 10 are promoters. Scores of 7 or 8 are passives. Anything from 0 through 6 is a detractor. Your NPS equals the promoter percentage minus the detractor percentage.
Depends on your industry. Compare against your own past scores and your category rather than one universal number. If you're above 0 you have more fans than critics, which is already better than a lot of companies out there.
They do count toward the total number of responses, which affects the percentages. But the formula only subtracts detractors from promoters because the idea is to measure the gap between your biggest fans and your unhappy customers. Passives sit in the middle and don't strongly pull in either direction.
At bare minimum, 30 to 50. But honestly, 100 or more is where things get stable. With only 20 responses, one extra detractor swings your score by 5 points. At 200 responses that same person barely moves the needle.
Yes. If you have more detractors than promoters, you'll end up below zero. Say you surveyed 100 people and 40 are detractors while only 25 are promoters. That's 25% minus 40%, giving you an NPS of -15. It happens more often than companies like to admit.
Monthly works well for most online stores. Some brands do it quarterly, but that's too slow if you're making frequent changes. The point is to spot trends early. If you launched a new checkout flow and NPS drops from 38 to 22 the next month, you know something went wrong.
There's solid data showing it correlates with retention and referrals. Bain & Company found that NPS leaders in a given industry grow at more than twice the rate of competitors. It's not a guarantee, but a store with an NPS of 60 almost always outperforms one sitting at 10.
They're closely linked. Promoters often say good things when they review you, and detractors are the ones writing one-star reviews on Google. Ask every customer for a review either way, and use NPS to spot who needs a support follow-up before they go public with a complaint.
Turn loyalty into public reviews
WiserReview asks every customer for a review after their order and publishes them on your store, so new visitors see real trust signals.
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