How to calculate and measure Net Promoter Score (NPS)

There’s a clear disconnect between companies and customers when it comes to customer experience improvements: 49% of CX professionals believe satisfaction has improved, but only 18% of consumers agree. This gap highlights the need for organisations to align their internal perceptions more closely with real customer experiences.

Net Promoter Score® (NPS) is a widely used metric for assessing customer experience (CX) and loyalty. It measures how satisfied customers are with a company and how likely they are to recommend it to others.

This guide explains how to calculate your NPS accurately, from understanding the basic formula to analysing the results of your NPS survey. We’ll outline the methodology for calculating your score and how to use this data to enhance the customer experience.

Net Promoter Score is a standardised customer loyalty metric that measures how willing customers are to recommend a company’s products or services to others.

NPS is measured using a straightforward NPS survey that asks just one question: “How likely are you to recommend this company to a friend or colleague?”

Respondents give a rating from 0 to 10, showing how satisfied and loyal they feel towards your brand.

NPS works by linking these ratings to overall customer loyalty. High scores indicate strong advocates, while lower scores highlight risk areas that could impact growth. 

To better understand the “why” behind each rating, many teams include one or two follow-up questions such as “What could we improve?” or “What did you appreciate most?”

For example, if a product team sees a rise in detractors after a new release, they can use open-text feedback to pinpoint pain points and adjust quickly.

Next, learn how to calculate your NPS step by step using the NPS formula.

NPS is calculated by subtracting the percentage of detractors from the percentage of promoters (% of promoters - % of detractors). This straightforward formula helps businesses gauge overall customer sentiment and loyalty based on survey responses.

The Net Promoter Score calculation formula is straightforward:

NPS = % of Promoters − % of Detractors

This formula measures customer loyalty by comparing the proportion of enthusiastic advocates to unhappy customers. Passive responses (7–8) are excluded, as they neither strengthen nor weaken momentum; focusing on promoters and detractors provides a clear signal of sentiment and action.

​​Calculating your Net Promoter Score is a straightforward process. By following these simple steps, you can quickly work out your NPS.

You receive 100 total responses:

NPS = % Promoters − % Detractors

NPS = (70 ÷ 100 × 100) − (10 ÷ 100 × 100)

NPS = 70 − 10 = +60

You receive 137 total responses:

NPS = (56 ÷ 137 × 100) − (30 ÷ 137 × 100)

NPS = 40.9 − 21.9 = +19

A good Net Promoter Score is one that’s above your industry average. While global NPS benchmarks typically fall between +30 and +70, the ideal score depends on your sector, region and what your customers expect.

Here’s a snapshot of average and top-quartile NPS performance by industry:

Scores above your industry average indicate strong customer loyalty, while those in the top quartile represent best-in-class performance.

To see where your company stands on the NPS scale, use SurveyMonkey Benchmarks to compare directly with peers in your market. This data-driven context helps you set realistic goals, spot areas for improvement and track progress over time.

Calculating your Net Promoter Score is just the start. The real value lies in using these insights to enhance customer experience and drive better business outcomes. These four strategies will help you move from measurement to meaningful change.

When everyone has access to the same data, teams align around the customer reality. Share NPS results across departments so each group, from product to support, understands where the experience delights and where it needs improvement. Broad visibility keeps feedback actionable and fosters collaboration.

Use NPS feedback to identify issues that affect loyalty. Themes that show up in detractor comments often highlight areas of friction, while promoter feedback can reveal strengths to build on. Focus on patterns with the most impact on customers and revenue.

Regular NPS surveys help you see whether changes are having an impact. The ideal frequency depends on how quickly your business moves: fast-paced sectors like tech may measure quarterly, while others might check in every six months. Keeping intervals consistent makes trends more meaningful.

Connect what customers say to what your teams do. Feed insights into customer service improvements, roadmap priorities or training initiatives. When feedback leads to real updates, customers notice, and loyalty grows.

Putting NPS data to work creates a continuous feedback loop. As you share insights, prioritise key drivers, monitor results and act on what you learn, you build lasting improvements in customer experience and long-term business growth.

Your Net Promoter Score turns customer sentiment into measurable data you can use to grow. With the SurveyMonkey Net Promoter Score calculator, expert-certified NPS Survey Template and real-time benchmarks, you can capture feedback, track loyalty and see exactly how your score compares across your industry.

Start gathering insights that drive action. Instantly analyse results, identify what builds loyalty and use customer feedback to strengthen every interaction. Get started free to calculate your NPS today and discover what your customers really think.

NPS, Net Promoter and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.