NPS Calculator

NPS is calculated by subtracting the percentage of detractors (respondents who scored 0-6) from the percentage of promoters (respondents who scored 9-10). Passives (7-8) are excluded from the formula but included in the total response count. The result ranges from -100 to +100.

For B2B SaaS companies, a score above +30 is generally considered good, above +50 is excellent, and above +70 is world-class. However, benchmarks vary by vertical. DevTools companies tend to score higher (median ~40), while MarTech companies average around +25.

While there is no strict minimum, most statisticians recommend at least 100 responses for a reliable NPS measurement. With fewer responses, individual outliers can significantly shift the score. For companies with smaller customer bases, aim for at least a 30% response rate.

Most SaaS companies measure NPS quarterly for relationship NPS (overall satisfaction) and trigger transactional NPS surveys after key interactions like onboarding, support tickets, or renewals. Avoid surveying the same customer more than once per quarter to prevent survey fatigue.

NPS measures overall loyalty and likelihood to recommend, while CSAT (Customer Satisfaction Score) measures satisfaction with a specific interaction or experience. NPS is a strategic metric focused on the long-term relationship; CSAT is a tactical metric focused on specific touchpoints.

Passives are excluded because they are considered neutral. They are satisfied enough not to detract but not enthusiastic enough to actively promote. However, passives represent an opportunity: they are often the easiest group to convert to promoters with targeted improvements.

NPS can be a leading indicator of churn, but it is not sufficient on its own. Detractors churn at higher rates than promoters, but many detractors stay and many promoters leave. Combining NPS with behavioral data (product usage, support tickets, billing changes) gives a more complete picture.