Compute Net Promoter Score. Either enter counts of promoters (9–10), passives (7–8) and detractors (0–6), or paste raw 0–10 responses and the calculator will categorise them for you.
Net Promoter Score, introduced by Fred Reichheld in 2003, categorises responses to "How likely are you to recommend this to a friend or colleague?" (0–10). Scores of 9–10 are promoters, 7–8 are passives, 0–6 are detractors. NPS equals the percentage of promoters minus the percentage of detractors. The result is a number from –100 to +100 (not a percentage).
Rough benchmarks: NPS below 0 indicates genuine dissatisfaction. 0–30 is average. 30–70 is good. Above 70 is exceptional. Benchmarks vary significantly by industry — B2B SaaS averages around 30–40, consumer tech 20–30, telcos below 10. Comparing your NPS to another industry's benchmark is almost always misleading.
NPS has well-documented limitations: it reduces nuance to a single number, is sensitive to question framing, and correlates less tightly with revenue growth than Reichheld's original claim. Use it alongside other measures (SUS, task success, qualitative themes) rather than as the sole signal.
Related: method finder → measure experience, sample size for surveys.