nps-calculator (2024)

FAQs

Is a NPS of 20% good? ›

Above 0 is good. Above 20 is favorable. Above 50 is excellent. Above 80 is world class.

If your NPS is higher than 30, that would indicate that your company is doing great and has far more happy customers than unhappy ones. An NPS over 70 means your customers love you and your company is generating a lot of positive word-of-mouth from their referrals.

The creators of the NPS metric, Bain & Company, say that although an NPS score above 0 is good, above 20 is great and above 50 is amazing. Anywhere above 80 is the top percentile. However, it's important to note that a good NPS score depends on whether you're using the absolute or relative NPS method.

The Formula to Calculate NPS in Excel/Google Sheets

Find the percentage of Promoters – Divide the number of promoters by the total number of respondents and then multiply by 100. Find the percentage of Detractors – Apply the same step mentioned above with numbers pertaining to the detractors.

Relational Net Promoter Score (NPS) surveys need to be sent quarterly to get a complete and continuous understanding of your customer's 'health'. We recommend sending them every quarter to see the highest impact on customer retention.

Well, put simply, it's the best in the industry. As of 2022, Apple's NPS score is 72 — almost 20 points higher than the industry average of 54.

Amazon, NPS score = 73

Amazon is in the technology category, read our guide to NPS Benchmarks in technology to learn more about the industry.

Tesla's high NPS score

Tesla has some of the happiest, most loyal customers in the world. As of 2022, Tesla's NPS score was +97.

Chick-fil-A's Net Promoter Score (NPS) is a 60 with 75% Promoters, 10% Passives, and 15% Detractors.

If your NPS score is between 30 to 40, you have a good NPS score. You may be far away from the leaders with scores such as 55, 60, etc. But if your score is 25 or even below, it's considered as bad NPS score. You need to convert your detractors into promoters.

Is 100 a good NPS score? ›

The NPS varies across industries, but it is generally acknowledged that a positive score is good, a score of +50 or more is excellent and a score of +75 or more is exceptional (see [2, 3] for more details).

Starbucks has long been cited as a business with great customer loyalty and high levels of customer satisfaction. The company knows how to keep its customers delighted and thus build a huge fan base of promoters. The coffee giant enjoys a Net Promoter Score® of 77, an unparalleled customer loyalty for its sector.

Now that you've got your NPS score it's time to know whether it's a good score or not. Between 0 and 30 then it's a solid score – indicating progress in customer satisfaction. In the 30 to 70 range then it's more than good – it reflects excellence in your approach.

Any NPS score above 0 is "good". It means that your audience is more loyal than not. Anything above 20 is considered "favourable". Bain & Co, the source of the NPS system, suggests that above 50 is excellent, and above 80 is world class.

An NPS score measures customer loyalty by looking at their likelihood of recommending a given business. Your NPS score is measured with a single-question survey and reported with a number ranging from -100 to +100, where a higher score is desirable.

NPS is a benchmarking tool for customer satisfaction. The NPS method, which is based on a two-minute survey, gives insights about customer loyalty by measuring customers' willingness to recommend a business to a friend or acquaintance.

It's fine to ask NPS on a 1-5 scale. If you do, you need to pick a way of assigning detractors, passives, and promoters, and communicate this across your business. Any (sensible) system is good, but bearing human psychology in mind, we'd recommend you choose 1,2 = detractor, 3 = passive, and 4,5 = promoter.

In general, the more respondents you have, the more accurate your NPS score will be. However, a minimum of 100 responses is typically recommended for a meaningful NPS score.