Net Promoter Score (NPS) Calculator for SaaS
Calculate your Net Promoter Score (NPS) from Promoters, Passives, and Detractors. Free interactive customer loyalty calculator.
Calculated Results
Net Promoter Score (NPS)
+45
Promoters Share
60%
Detractors Share
15%
Rating grade: Good (30-49)
About this tool
Net Promoter Score (NPS)—developed by Fred Reichheld and Bain & Company—is the standard metric used by customer success teams to quantify customer loyalty and willingness to advocate for your software. Based on the canonical question 'On a scale of 0 to 10, how likely are you to recommend our product to a friend or colleague?', respondents are classified into three distinct buckets: Promoters (scores 9-10), Passives (scores 7-8), and Detractors (scores 0-6). The composite NPS score ranges from -100 (everyone is a detractor) to +100 (everyone is a promoter). High NPS scores correlate strongly with organic word-of-mouth growth and low customer churn. Use this calculator to compute your exact NPS score.
How It Works
- 1Input the total number of survey respondents rating 9 or 10 (Promoters).
- 2Input the total count rating 7 or 8 (Passives).
- 3Input the total count rating 0 to 6 (Detractors).
- 4Review your net NPS score (-100 to +100), percentage breakdown, and score band.
Formula & Math
Transparent LogicNPS = % Promoters - % Detractors
Worked Practical Example
A SaaS surveys 200 users: 130 Promoters (65%), 50 Passives (25%), 20 Detractors (10%).
Calculation / Steps
65.0% - 10.0% = +55
Expected Result
NPS score of +55 ('Great' rating; well above standard B2B SaaS benchmarks).
Frequently Asked Questions
What is an average NPS score for B2B SaaS companies?+
The average B2B SaaS NPS hovers between +30 and +40. Scores above +50 are considered excellent; above +70 is world-class.
When should an NPS survey be displayed to users?+
Trigger NPS surveys after a customer has used the software for at least 30 to 60 days, ideally immediately following a successful workflow completion.
How can I turn Detractors into Promoters?+
Have customer success reach out personally to Detractors within 24 hours to address their complaints and guide them through solutions.
Automate retention on your cancel button
BoolBul prevents frustrated Detractors from churning silently by giving them an immediate outlet for exit feedback and targeted save offers.
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