Net Promoter Score
NPS calculator: your score in seconds, and what it actually means
Net Promoter Score (NPS) is the most widely used measure of customer loyalty. It comes from one question: how likely are you to recommend us, from 0 to 10? Respondents split into promoters (9-10), passives (7-8) and detractors (0-6), and your NPS is the share of promoters minus the share of detractors.
Use the calculator to get your score, then read on for how to read it, what counts as a good NPS, and the one thing the number can never tell you.
Calculate your NPS
How NPS is calculated
NPS is not an average. You ignore the passives entirely and subtract the share of detractors from the share of promoters. The result runs from −100 (everyone is a detractor) to +100 (everyone is a promoter).
Example: out of 100 responses, 60 promoters and 10 detractors give an NPS of 60 − 10 = 50.
What is a good NPS score?
Any score above 0 means you have more promoters than detractors. As a rough guide, above 30 is generally considered great, above 50 excellent, and above 70 world-class. Benchmarks vary a lot by industry, so your own trend over time matters more than a single absolute number.
NPS vs CSAT vs CES
NPS measures long-term loyalty: would you recommend us. CSAT measures satisfaction with a specific interaction: how satisfied were you. CES measures effort: how easy was it. They answer different questions, and NPS is the one most tied to growth and word of mouth.
NPS gives you the score. It never gives you the why.
The number tells you that loyalty moved. It does not tell you what happened on the floor to move it: which interaction, which store, which behavior. To improve NPS you have to change what happens in front of the customer, and a survey run days later cannot see that.
Cognifyze measures the interactions themselves. AI evaluates 100% of sales conversations across your network, with consent and no shopper identification, and returns daily coaching per manager. You stop guessing at the why behind the score.
See what's behind your score
NPS FAQ
What does NPS stand for?
NPS stands for Net Promoter Score, a measure of customer loyalty based on how likely customers are to recommend you, scored from 0 to 10.
How do you calculate NPS?
Subtract the percentage of detractors (scored 0-6) from the percentage of promoters (scored 9-10). Passives (7-8) are not counted. The result ranges from −100 to +100.
What is a good NPS score?
Above 0 means more promoters than detractors. Above 30 is generally great, above 50 excellent, and above 70 world-class, though benchmarks vary widely by industry.
What is the difference between NPS and CSAT?
NPS measures long-term loyalty (likelihood to recommend); CSAT measures satisfaction with a specific interaction. They answer different questions.
Why does my NPS not improve even when I keep running surveys?
Surveys measure the outcome, not the cause. NPS moves when in-store behavior changes; without visibility into what happens in each interaction, teams end up improving the survey, not the experience.