NPS Calculator & Benchmark
Your Net Promoter Score against a benchmark you choose, plus the revenue at risk from unhappy customers.
Example scenario—not a forecast or verified benchmark. Enable JavaScript to edit inputs, view charts, save locally and export your analysis.
Example inputs
- Promoters (scored 9–10)
- 210
- Passives (scored 7–8)
- 120
- Detractors (scored 0–6)
- 70
- Benchmark NPS to compare against
- 40
- Total active customers
- 2,000
- Average annual revenue per customer
- 2,500
- Expected 12-month churn: detractors
- 35
- Expected 12-month churn: passives
- 15
- Expected 12-month churn: promoters
- 5
Example results
NPS is 35 (Strong), 5 points below your benchmark of 40, with $306K of annual revenue at risk from detractors.
- Net Promoter Score
- 35
- Gap to benchmark
- -5
- Annual revenue at risk from detractors
- $306,250
- Excess churn vs promoter-level retention
- $262,500
- Revenue at risk from passives
- $225,000
- Promoter share
- 52.5%
- Detractor share
- 17.5%
- Responses
- 400
What stands out
NPS 35 is 5 points below your benchmark of 40
53% promoters, 30% passives, 18% detractors. Converting about 10 detractors to promoters closes the gap.
$306K of annual revenue sits with detractors likely to leave
350 estimated detractors across your base × 35% expected churn × $2,500 a year each.
Next actions
- Close the loop with every detractor within 72 hours: a call from a manager, the specific complaint logged, and a fix offered.
- Recovering half of detractors to promoter-level retention is worth about $131K a year; tag the top three complaint themes and fix the most common one first.
- Ask promoters for a review or referral within a week of their score; it turns satisfaction into new revenue.
- Track NPS monthly by location, rep, or service line to find where detractors come from.
Model assumptions & limitations
- NPS = % promoters (9–10) − % detractors (0–6).
- Benchmark of 40 is your input; published NPS norms vary widely by industry and survey method and should be verified.
- Churn by group (35% / 15% / 5%) is your estimate, applied to the whole customer base at survey proportions.
- Margin of error assumes respondents are a random sample of customers.