How often should I measure NPS?

For SaaS products, quarterly NPS surveys are standard. Transactional NPS (after specific interactions) can be continuous. Avoid surveying the same users more than once per quarter to prevent survey fatigue.

📊Interactive Tool

NPS Calculator

Calculate your Net Promoter Score instantly. Enter your survey response counts below to see your NPS and how it benchmarks against industry standards.

How NPS Works

Ask customers: "On a scale of 0-10, how likely are you to recommend us?" Then categorize responses:

Promoters (9-10)

Loyal enthusiasts who actively refer others

Passives (7-8)

Satisfied but unenthusiastic, vulnerable to competitors

Detractors (0-6)

Unhappy customers who can damage your brand

Enter Your Survey Responses

Promoters (9-10)

Passives (7-8)

Detractors (0-6)

SaaS NPS Benchmarks

70+

World-class — Apple, Tesla, USAA

50-69

Excellent — Slack, Zoom, Notion

30-49

Good — SaaS industry average

0-29

Improvement needed — Below average for SaaS

Below 0

Critical — Significant churn risk

NPS Deep Dive

Learn how to design NPS surveys, analyze trends, and drive improvements.

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PMF Survey

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Churn Calculator

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Find friction behind detractors

What is Net Promoter Score?

NPS measures customer loyalty by asking one question: "How likely are you to recommend this product?" Customers scoring 9-10 are Promoters, 7-8 are Passives, and 0-6 are Detractors. Your NPS is the percentage of Promoters minus the percentage of Detractors. Read more in our NPS metric guide.

How the NPS calculator works

It converts raw survey response counts into a single Net Promoter Score you can track over time.

The formula: NPS equals the percentage of Promoters (respondents who answer 9-10) minus the percentage of Detractors (0-6). Passives (7-8) are counted in the total but do not add to or subtract from the score.

Worked example: From 100 responses split 60 Promoters, 25 Passives, and 15 Detractors, Promoters are 60% and Detractors are 15%, so NPS = 60 - 15 = 45, which lands in the “Good” range.

When to use it: Run NPS on a recurring cadence (quarterly for relationship NPS, continuously for transactional NPS) so you can see the trend, not just one snapshot. See the NPS metric guide and the product metrics guide for benchmarks and survey design tips.

Related SaaS Metrics

NPS is one piece of the retention puzzle. Track it alongside churn rate (are you losing customers?), customer lifetime value (how much are they worth?), and product-market fit score (would they be disappointed without you?). For a complete health check, use the SaaS Benchmarks Dashboard or Unit Economics Dashboard.

FAQ

What is a good NPS score?

Above 0 is acceptable, above 30 is good, above 50 is excellent, and above 70 is world-class. B2B SaaS averages 30-40, consumer apps average 20-30.

How is NPS calculated?

NPS = % Promoters (9-10) minus % Detractors (0-6). Passives (7-8) are excluded. The result ranges from -100 to +100.

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