Customer Analytics tool
NPS Calculator
Turn your survey answers into a single Net Promoter Score, so you can see how loyal your customers are at a glance.
NPS Calculator
Formula
%Promoters - %Detractors
Find your Net Promoter Score by taking the percentage of promoters and subtracting the percentage of detractors. The result is a single number from -100 to 100.
What is an NPS Calculator?
An NPS calculator groups your customers by how they rate you, then measures how many are fans vs how many are critics. The result is a quick, comparable read on customer loyalty.
Promoters
Who will recommend you?
Promoters are the users who rate you 9 or 10. They’re your most loyal users, the ones who spread the word and use your product. Increasing this group is what lifts your score.
Passives
Who’s only satisfied?
Passives rate you 7 to 8. They’re happy enough but not excited, so they neither criticize you nor promote you. They don’t move your score directly, though a good or bad experience can win or lose them.
Detractors
Who’s unhappy with you?
Detractors rate you 0 to 6. They’re unhappy customers who can damage your reputation and are most likely to leave. Every detractor pulls your score down, so winning them back matters as much as adding promoters.
NPS score
What does it tell you?
A high score means customers are likely to stay and recommend you, doing some of your marketing for free. A low score is an early warning: those customers may be about to leave, so it tells you to act before they do.
From feedback to loyalty
Turn survey scores into happier customers.
ProductBridge collects customer feedback from Intercom, Slack, email, reviews, and more, then deduplicates requests so your team can fix what turns detractors away and act with confidence.
How to Use NPS to Track Customer Loyalty?
To measure NPS, send customers a short survey asking how likely they are to recommend you on a scale of 0 to 10. Sort the answers into promoters, passives, and detractors, enter the numbers into the calculator, and you get a single score from -100 to 100.
The score is only the starting point. Track it over time to see whether loyalty is rising or falling, and read the comments closely. The reasons detractors give usually tell you more than the number itself, and they point straight to the fix.
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NPS calculator FAQ
Answers to common questions about calculating Net Promoter Score (NPS), measuring customer loyalty, and improving customer satisfaction.
How do you calculate the NPS score?
To calculate the NPS score, we use a simple formula – %Promoters - %Detractors. Promoters rate you 9-10, and detractors rate you 0-6. For example, if 60% are promoters and 10% are detractors, your NPS is 60-10=50. The score is always a whole number from -100 to 100.
What is a good NPS score?
A good NPS score is usually above 0; it means you have more promoters than detractors. Scores above 30 are strong and above 70 excellent, but it all depends on your industry. Compare your score with similar products rather than a single universal number.
Can an NPS score be negative?
Yes, an NPS score can be negative, which happens when detractors outnumber promoters. Scores range from -100 to 100, so a negative result means most customers wouldn’t recommend you. It’s a clear signal to find out what’s making them unhappy.
How often should you run an NPS survey?
For most teams, once every three months works well. It’s enough to spot changes over time without annoying people. You can also send a survey after something important, like onboarding or a support chat, to check how that felt.
What are the limitations of NPS?
The main limitation of NPS is that it’s a single number, so it shows how customers feel but not why. It can also jump around when you have few responses, and it leaves passives out completely. Use it together with the written feedback behind each score.