Enter your promoters, passives, and detractors to calculate your Net Promoter Score instantly, then see how it stacks up against the benchmarks.
Enter how many customers fell into each group (counts, not percentages).
Loyal fans likely to refer you.
Satisfied but unenthusiastic.
Unhappy customers who may warn others.
Your Net Promoter Score
Net Promoter Score, or NPS, is one of the most widely used measures of customer loyalty, and a big part of its appeal is how simple it is. You ask customers a single question, "How likely are you to recommend us to a friend or colleague?", and they answer on a scale from 0 to 10. From those answers you get one number that captures whether your customers are fans, fence-sitters, or critics.
Because it boils sentiment down to a single, comparable figure, NPS is easy to track over time and share across a team. It pairs naturally with other experience metrics like your CSAT score, which measures satisfaction with a specific interaction rather than overall loyalty.
First, sort your responses into three groups based on their score, then take the percentage of promoters and subtract the percentage of detractors.
Say you collect 100 responses: 60 promoters, 25 passives, and 15 detractors. That's 60% promoters and 15% detractors, so your NPS is 60 − 15 = 45. Passives still count toward your total, which is why they quietly pull the score down even though they aren't subtracted directly. The result always lands somewhere between −100 and +100.
As a rule of thumb: anything above 0 means promoters outnumber detractors, above 30 is good, above 50 is excellent, and above 70 is genuinely world-class. That said, benchmarks swing widely by industry, so the most useful comparison is against your own past scores and your direct competitors. A score climbing quarter over quarter is often more telling than the absolute number.
The fastest gains usually come from two places: closing the loop with detractors before they churn, and removing friction from the experience, especially slow support. When customers wait hours for an answer, they slide from promoter to passive to detractor. Responding quickly and consistently is one of the most reliable ways to lift loyalty, which is why so many teams lean on automation to keep response times low. Our guide on how chatbots improve customer experience digs into this.
A great NPS is earned in the everyday moments, and few things shape loyalty more than how fast and how well you respond. Chatling is a no-code AI support agent that answers your customers instantly, around the clock, across your website, WhatsApp, and Instagram. It resolves the repetitive questions on its own and hands off to a human with full context when a conversation needs a personal touch.
Faster, more consistent answers mean fewer frustrated detractors and more delighted promoters, and Chatling even collects a satisfaction rating after each conversation so you can watch your scores move. You can start free, with no credit card required.
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