What is Net Promoter Score?

Net Promoter Score (NPS) is a metric specifically developed to measure customer loyalty, judging by a customer’s likelihood to recommend a product to others. The NPS survey is specifically centered around the question: “How likely is it that you would recommend Company to a friend or colleague?”

Customers can then respond on a scale from 1 (very unlikely) to 10 (very likely). Those responses separate customers into three categories:
Detractors (score 0-6),
Passives (score 7-8) and
Promoters (score 9-10).

NPS Survey form
NPS Detractors


Detractors are customers whose experience with your business was mostly negative. Without proper handling, detractors can go on to churn, leave bad reviews and cause negative word of mouth.

NPS Passives


Passives are, as the name suggests, those that don't really care. Their experience with your company, product or service is neither positive, nor negative enough to influence their behavior.

NPS Promoters


Promoters are the ones who boost profits as long-term customers and are more likely to refer your company. They are a great source of testimonials, reviews and future referrals.

Calculating Net Promoter Score

The total NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.

NPS Formula

Net Promoter Score ranges from -100 (very bad) to +100 (very good).

Improve your NPS to grow

NPS surveys provide a company-wide feedback useful across many departments.


Customer Support

NPS data enable proactive customer support. Reach out to detractors and turn them around.



NPS helps you find out who trusts in your brand and why. Use this to clear up your messaging.



Customer feedback is necessary to take your product in the right direction. Give your customers a voice.


Human Resources

Just as it predicts customer loyalty, NPS can be used to improve employee retention as well. T his variation is called employee Net Promoter Score.

World's leading businesses trust NPS to help them grow

“Without trust, there can be no loyalty - and without loyalty, there can be no true growth.”

Fred Reichheld
Fred Reichheld
Author of The Ultimate Question
NPS Metric Overview

All your customer
feedback in one dashboard

Icon Read every comment

See all your feedback with customer comments in your rating feed.

Icon Track and improve your NPS

See continuous improvements with a variety of charts, time filters and comparisons.

Icon Never miss a detractor

Spot any dissatisfied customer easily - highlighted for your convenience.

What is a good Net Promoter Score?

A score greater than 0 means you are doing well. A score of +50 is something all businesses that want to achieve long-term growth should aim at.

Benchmark your Net Promoter Score

Every year we're rewarding outstanding customer service teams. See how you stack up against them.


Nicereply is officially licensed as a vendor for Net Promoter Score by BAIN & COMPANY, the inventors of NPS.

Learn more about NPS on our blog or at

NPS is a registered trademark, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.

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