Work out your Net Promoter Score from survey responses, see the promoter, passive and detractor split, and how your score compares. Free, no sign-up.
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Four realistic survey results and what the numbers actually say.
A quarterly in-app survey with 500 responses.
300 promoters, 120 passives, 80 detractors.
60% promoters minus 16% detractors gives an NPS of 44. Comfortably in the "great" band for most software products.
A post-support survey after a rough product release.
90 promoters, 110 passives, 100 detractors.
30% promoters minus 33.3% detractors gives an NPS of -3.3. More people would warn others away than recommend you.
Two surveys with the same promoters and detractors but more passives.
50 promoters, 0 passives, 50 detractors vs 50 promoters, 100 passives, 50 detractors.
Both score 0. Passives dilute the percentages but never add or subtract points, so the score only moves when people cross into promoter or detractor territory.
A new product with only 20 responses.
11 promoters, 5 passives, 4 detractors.
NPS of 35. With 20 responses one person changing their answer swings the score by 5 points, so treat it as a direction, not a verdict.
Common rules of thumb for interpreting a Net Promoter Score. Industry averages vary widely, so your own trend matters most.
More customers would discourage others than recommend you. Start with the detractors' comments, they usually point to one or two fixable problems.
More promoters than detractors. Most companies sit somewhere in this range, and there is clear room to grow.
A clearly loyal customer base that actively recommends you. Holding this score is as important as raising it.
Rare in most industries. These bands are general rules of thumb, so compare against your own past scores and your industry before celebrating.
Bund AI answers your customers on web chat and email in seconds, day or night, using your own help content, and hands anything tricky to your team with the full context. Quick, accurate answers are one lever you can pull today to move people out of the detractor column.