How do I calculate NPS (Net Promoter Score)?

Use the formula(s) on this page. Keep inputs consistent by period and basis.

What are good benchmarks?

Benchmarks vary by model and stage. See Benchmarks on this page for ranges.

Inconsistent definitions/time windows; wrong basis (revenue vs gross profit).

Pitchkit

Back to Glossary

GLOSSARY

NPS (Net Promoter Score)

Customer satisfaction metric based on likelihood to recommend.

How it works

Ask: How likely to recommend (0-10)? Promoters (9-10) minus Detractors (0-6) = NPS. Range: -100 to +100.

Benchmarks

B2B SaaS: 30-50 is good; 50+ is excellent. Consumer: varies widely by category.

Worked example

100 responses: 60 promoters, 20 passives, 20 detractors → NPS = 60% - 20% = 40.

Common pitfalls

Low response rates skew results; not following up on detractor feedback; measuring too infrequently.

Back to Glossary

GLOSSARY

NPS (Net Promoter Score)

Customer satisfaction metric based on likelihood to recommend.

How it works

Ask: How likely to recommend (0-10)? Promoters (9-10) minus Detractors (0-6) = NPS. Range: -100 to +100.

Benchmarks

B2B SaaS: 30-50 is good; 50+ is excellent. Consumer: varies widely by category.

Worked example

100 responses: 60 promoters, 20 passives, 20 detractors → NPS = 60% - 20% = 40.

Common pitfalls

Low response rates skew results; not following up on detractor feedback; measuring too infrequently.

NPS (Net Promoter Score)

How it works

Benchmarks

Worked example

Common pitfalls

NPS (Net Promoter Score)

How it works

Benchmarks

Worked example

Common pitfalls

How to show in your deck

Deck snippet

Formulas

FAQs

How it works

Benchmarks

Worked example

Common pitfalls

How it works

Benchmarks

Worked example

Common pitfalls

How to show in your deck

Deck snippet

Formulas

FAQs

How do I calculate NPS?

What are good benchmarks?

Common pitfalls?