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NPS calculator
Net Promoter Score measures customer loyalty by asking how likely someone is to recommend you, on a 0–10 scale. Scores of 9–10 are promoters, 7–8 passives, 0–6 detractors. The formula: NPS = % promoters − % detractors, giving a score from −100 to +100. The average NPS for B2B SaaS is 41, per Retently's annual benchmark. Enter your response counts below to get your score.
Your Net Promoter Score
36
220 responses · 55% promoters · 18% detractors
Methodology
NPS buckets every 0–10 response: 9–10 promoters, 7–8 passives, 0–6 detractors. Passives count toward the total but not the score, so a pile of 7s and 8s pulls your NPS toward zero without showing up in either percentage.
Where you ask changes what you hear. In-app surveys catch users in context and respond far better than email: Refiner's in-app survey report (1,382 surveys) puts the average response rate at 27.5%, while Survicate's 2025 report puts the median across channels near 10%. Different methodologies, both citable.
Treat the score as a trend, not a trophy. Segment it by plan and lifecycle stage, read the verbatims, and survey continuously in-app rather than blasting your list twice a year.
Run NPS in-app with Userorbit
Lifecycle-triggered NPS surveys, response dashboards, and the rest of the product growth suite. The academy's surveys track teaches the full setup.