Is this NPS calculator free?
Yes. The calculator, Excel template, and what-is-NPS guide are all completely free to use, download, and share with your team. No signup or email capture is required.
What's considered a good NPS score?
It depends on your industry. Any positive score means you have more Promoters than Detractors. A score above 30 is good, above 50 is excellent, and above 70 is world-class. However, compare yourself primarily to your industry average, not universal standards.
How often should I measure NPS?
For most businesses, measuring quarterly balances capturing trends with avoiding survey fatigue. High-frequency service businesses might measure monthly, while B2B companies with longer sales cycles might measure semi-annually.
Can NPS actually be negative?
Yes. NPS ranges from -100 (if every customer is a Detractor) to +100 (if every customer is a Promoter). A negative score means you have more Detractors than Promoters, a clear signal to prioritize customer experience improvements.
Why aren't Passives included in the NPS calculation?
Passives (scores 7-8) are excluded from the calculation because they're considered neutral: neither actively promoting nor detracting from your brand. However, they're crucial to track because they're most vulnerable to competitive offers.
Is NPS a percentage?
NPS is reported as a whole-number score from -100 to +100, not a percentage. The score comes from subtracting the percentage of Detractors from the percentage of Promoters, so percentages power the calculation even though the final result is expressed as an integer.
How many responses do I need for an accurate NPS?
Statistically, you need at least 30-50 responses for meaningful insights, though more is always better. For larger businesses, aim for a response rate that represents your customer base proportionally.
What's the difference between NPS and customer satisfaction (CSAT)?
CSAT measures satisfaction with a specific interaction or product, typically asking "How satisfied were you?" on a 1-5 scale. NPS measures overall loyalty and future behavior (likelihood to recommend). NPS is more predictive of long-term business outcomes.
How do I increase my response rate for NPS surveys?
Keep surveys short, send them at optimal times (right after positive experiences), personalize the invitation, explain how you'll use the feedback, and close the loop by sharing what changed based on customer input.
Should I survey all customers or a sample?
For small customer bases (under 1,000), survey everyone. For larger bases, a statistically representative sample works well. Consider segmented sampling to ensure you hear from different customer types.
What industries have the highest NPS scores?
Generally, industries with strong emotional connections see higher scores: hospitality, luxury goods, consumer electronics, and specialty retail often score 60+. Highly regulated or monopolistic industries (telecom, cable, airlines) typically score lower.
