--- title: "NPS Calculator: Your Score vs 13 Industries | Sleekplan" canonical_url: "https://sleekplan.com/tools/nps-calculator" last_updated: "2026-09-19T23:33:33.599Z" meta: description: "Enter your 0 to 10 responses and get your Net Promoter Score, from -100 to +100, next to the 2026 average for 13 industries." "og:description": "Enter your 0 to 10 responses and get your Net Promoter Score, from -100 to +100, next to the 2026 average for 13 industries." "og:title": "NPS Calculator: Your Score vs 13 Industries | Sleekplan" --- # An NPS calculator that shows the benchmark next to your score. ### Relationship (rNPS) #### Relationship NPS survey ##### Send it Every 90 days, to your whole customer base, from the same sender and with the same wording each time. Changing the wording between rounds makes the trend meaningless. ##### Question 1 How likely are you to recommend [company] to a friend or colleague? Scale: 0 to 10, where 0 is not at all likely and 10 is extremely likely. Required. ##### Question 2 What is the main reason for your score? Open text, not required. This is the question that tells you what to change. ##### Optional follow-up, promoters who answered 9 or 10 What is the one thing we should never change? ##### Optional follow-up, detractors who answered 0 to 6 What would have to be true for you to score us higher? Markdown. Paste it straight into your docs, tracker or a coding agent. ### Transactional (tNPS) #### Transactional NPS survey ##### Send it Within 24 hours of the interaction ending: a support ticket closed, an order shipped, an onboarding call finished. After that the memory is of the week, not of the interaction. ##### Question 1 Based on this [interaction], how likely are you to recommend [company] to a friend or colleague? Scale: 0 to 10. Required. ##### Question 2 What is the main reason for your score? Open text, not required. ##### Question 3 Was your issue resolved? Yes / No / Partly. One click, and it is the field that makes a low score diagnosable. ##### Do not mix it with your relationship score A transactional score is measured on the people who just contacted you, which is not your customer base. Report the two separately or the trend is noise. Markdown. Paste it straight into your docs, tracker or a coding agent. ### Product NPS #### Product NPS survey ##### Send it After 30 days of real use, once onboarding is finished. Asking during the first week measures your setup flow, not your product. ##### Question 1 How likely are you to recommend [product] to a colleague? Scale: 0 to 10. Required. ##### Question 2 What is the main reason for your score? Open text, not required. ##### Question 3 Which part of [product] do you use most? A short list of your main areas, single choice. It lets you read the score per area instead of as one number. ##### Segment before you compare Run it in-product and keep the segment on every response: plan, role and account age. A product score that mixes admins and end users averages two different opinions into one meaningless figure. Markdown. Paste it straight into your docs, tracker or a coding agent. ### Employee (eNPS) #### Employee NPS survey ##### Send it Quarterly, anonymously, to everyone at once. Anonymity is the whole design: an eNPS you can trace back to a person measures how safe people feel, not how they feel. ##### Question 1 How likely are you to recommend [company] as a place to work? Scale: 0 to 10. Required. ##### Question 2 What is the main reason for your score? Open text, not required. ##### Question 3 What is the one thing that would most improve your working week? Open text, not required. ##### Reporting rule Do not break the result down by any group smaller than about eight people. Below that, an anonymous survey stops being anonymous and the next round will tell you nothing. Markdown. Paste it straight into your docs, tracker or a coding agent. The calculator loads here. NPS is the percentage of promoters, who answer 9 or 10, minus the percentage of detractors, who answer 0 to 6. Every formula, band and benchmark on this page works without it. ## What the Net Promoter Score measures Net Promoter Score is the share of promoters minus the share of detractors, on a scale that runs from -100 to +100. A respondent who answers 9 or 10 is a promoter, 7 or 8 is a passive, and 0 through 6 is a detractor. Passives count toward the total response count but never toward the score. The formula works in percentages rather than raw counts, so a survey with 40 replies and one with 40,000 produce comparable numbers. Take 250 responses split into 130 promoters, 70 passives and 50 detractors: 52% promoters minus 20% detractors is an NPS of +32. Write it as a whole number, never as a percentage, because it is the difference between two percentages rather than one of them. Bain and Company, where the metric was published in 2003, define the three bands by behaviour rather than by mood. Promoters account for more than 80% of referrals, detractors for more than 80% of negative word of mouth, and passives repurchase and refer at rates around 50% lower than promoters. That is the reason a passive is neutral in the arithmetic: it describes a customer who will not tell anyone about you in either direction. ## What is a good Net Promoter Score There is no absolute threshold that makes a score good. Any NPS above 0 means promoters outnumber detractors, and the comparison worth making is against your own industry, because the spread between industries is wider than the spread between competitors inside one. Retently's 2026 benchmark study puts the average for B2B Software and SaaS at 41. Across the 13 industries it measured, every average sits above zero, and the range runs from 26 for consumer internet software and services to 68 for financial services and consulting. Retently includes an industry only when it has 10 or more clients in it and at least 10,000 surveys behind the number. Read the table as a starting line rather than a target. A score of 35 is six points below average for B2B Software and SaaS, and the same 35 would be nine points above average in Internet Software and Services for consumers. The absolute number tells you almost nothing until you know which row you are in. Average Net Promoter Score by industry, from Retently's 2026 NPS benchmark study | Industry | Average NPS, 2026 | Gap to B2B SaaS | | --- | --- | --- | | Financial Services | 68 | +27 | | Consulting | 68 | +27 | | Technology and Services | 63 | +22 | | Ecommerce and Retail | 61 | +20 | | Digital Marketing Agencies | 49 | +8 | | Property Management | 47 | +6 | | Insurance | 46 | +5 | | Logistics and Transportation | 42 | +1 | | Construction | 42 | +1 | | B2B Software and SaaS | 41 | 0 | | Communication and Media | 39 | -2 | | Cloud and Hosting | 30 | -11 | | Internet Software and Services (B2C) | 26 | -15 | ## How to calculate NPS on a 1 to 10 or a 1 to 5 scale The 0 to 10 scale is the standard, and a score calculated on anything else is not strictly a Net Promoter Score. Teams run the survey on other scales anyway, usually because it has to match a form that already exists, so the conversion is worth stating plainly instead of leaving people to guess it. On a 1 to 10 scale the bands do not move: 9 and 10 are promoters, 7 and 8 are passives, and 1 through 6 are detractors. The only difference is that the lowest box is 1 rather than 0, so the scale carries six detractor values instead of seven and the same opinions score fractionally higher than they would on a 0 to 10 form. On a 1 to 5 scale the usual mapping is 5 for a promoter, 4 for a passive, and 1 through 3 for detractors. That is a convention rather than part of the original method, and it is lossy: the detractor box now covers seven of the eleven original values, so a five-point survey cannot separate a 9 from a 10 or a 0 from a 6. Convert when you need to compare against a benchmark, and say on the chart that you converted. The calculator above takes all three scales and shows the band each answer lands in after conversion, so you can check the mapping rather than trust it. ## What passives do to your score Passives are the part of the formula that surprises people. A 7 or an 8 never adds to the score and never subtracts from it, but it sits in the denominator, so every passive answer pulls the result toward zero. Take 100 responses: 60 promoters, 40 detractors, no passives. That is 60% minus 40%, an NPS of +20. Now add 100 passives without changing a single existing answer. The same 60 promoters are 30% of 200 responses and the same 40 detractors are 20%, so the score halves to +10. Nobody became less happy. The denominator grew. That behaviour is deliberate. The metric is built to reward enthusiasm rather than satisfaction, and it counts a merely satisfied customer as one who will not recommend you. It also means the fastest way to move the number is to convert passives, which is why the open-text follow-up matters more than the score: "What is the main reason for your score?" is the only part of an NPS survey that tells you what to change. One practical consequence for reporting: always publish the response count next to the score. An NPS of +50 from 12 replies and an NPS of +50 from 1,200 are not the same claim, and small samples swing hardest when a handful of passives arrive. ## Running NPS as a measurement rather than a one-off calculation A single score is a snapshot. It becomes a measurement when the same question goes to the same defined group on a fixed cadence, and when each score keeps its written comments attached instead of collapsing into one number on a slide. That is the step every calculator in this category leaves to you, and the one most survey tools put behind an account. In Sleekplan, NPS is a survey type alongside CSAT: you choose who sees it and when, the score and the three bands are calculated as responses arrive, and every response keeps its open-text answer next to the number. A detractor comment can be turned into a post on the same feedback board your roadmap is built from, so the reason for a score ends up where the decision it should influence gets made. Two things are worth settling before the first send. Survey the same population each round, because a score from last month's signups and a score from three-year customers are not comparable. And leave at least 90 days between relationship surveys, so you are measuring the relationship rather than survey fatigue. ![The NPS dashboard in Sleekplan showing a score of 20 from 15 responses, with promoters, passives and detractors split out as 6, 6 and 3 across the 9 to 10, 7 to 8 and 0 to 6 bands, a twelve month score trend, and every individual response listed with the number it gave](https://sleekplan.com/_ipx/f_webp&s_1680x960/images/tools/nps-calculator/featured-nps-dashboard-2x.webp)_The same three bands this calculator uses, running on a cadence instead of on one pasted column._ [See how NPS and CSAT surveys work ](https://sleekplan.com/csat-nps) ## How to calculate NPS ### Ask the standard question on a 0 to 10 scale "How likely are you to recommend us to a friend or colleague?", answered from 0 for not at all likely to 10 for extremely likely. Keep all eleven boxes: collapsing them to five, or relabelling the ends, means your result is no longer comparable with anybody else's. Add one open-text follow-up asking for the main reason behind the score, and leave it optional. ### Sort every response into three bands 9 and 10 are promoters, 7 and 8 are passives, 0 through 6 are detractors. The bands are not evenly sized and that is intentional: a 6 out of 10 is counted as a detractor because, in Bain's data, the behaviour of a 6 looks nothing like the behaviour of a 7. Discard nothing at this stage except responses that skipped the rating question entirely. ### Turn two of the bands into percentages Divide the promoter count by the total number of responses, and the detractor count by the same total. Passives never get a percentage of their own, but they stay in the denominator, so the two percentages will not add up to 100. With 250 responses made up of 130 promoters, 70 passives and 50 detractors, that is 52% promoters and 20% detractors. ### Subtract the detractor percentage from the promoter percentage 52 minus 20 is 32, so the Net Promoter Score is +32. The result runs from -100, where every respondent is a detractor, to +100, where every respondent is a promoter. Report it as a signed whole number rather than a percentage, and put the response count beside it, because the same score from 20 replies and from 2,000 carries very different weight. ### Compare it against your industry, then repeat on a cadence A score on its own is a number, not a measurement. Put +32 against the 2026 average for your industry, which is 41 for B2B Software and SaaS in Retently's benchmark study, and you have a position. Repeat the same question, to the same population, on the same cadence, and you have a trend, which is the only version of this metric that ever changes a decision. FAQ ## Questions people ask ### How is Net Promoter Score calculated? Subtract the percentage of detractors, who answer 0 through 6, from the percentage of promoters, who answer 9 or 10. Passives, who answer 7 or 8, are counted in the denominator and nowhere else. With 250 responses split 130 promoters, 70 passives and 50 detractors, that is 52% minus 20%, or an NPS of +32. The result runs from -100 to +100 and is written as a whole number, never as a percentage. ### What is the formula of NPS? NPS equals the percentage of promoters minus the percentage of detractors. Written out: (promoters / total responses x 100) minus (detractors / total responses x 100). Total responses includes passives, which is what keeps the two percentages from adding up to 100. Nothing in the formula is weighted, so one response from your largest account counts exactly as much as one from a trial user. ### What is a good NPS score to have? Anything above 0 means promoters outnumber detractors, but the useful comparison is your own industry. In Retently's 2026 benchmark study the 13 industry averages run from 26 to 68, with B2B Software and SaaS at 41. So a score of 37 is below average for a SaaS company and comfortably above average for a consumer internet service. Compare against your row, and against your own score last quarter, rather than against a universal threshold. ### How to calculate NPS manually? Count the responses of 9 and 10, count the responses of 0 through 6, and divide each by the total number of responses. Subtract the second percentage from the first. In a spreadsheet with raw scores in column A, one formula does it: =COUNTIF(A:A,">=9")/COUNT(A:A)*100 - COUNTIF(A:A,"<=6")/COUNT(A:A)*100. You never need to count passives separately, because they are already in the total. ### How do you calculate NPS on a 5 point scale? Map 5 to a promoter, 4 to a passive, and 1 through 3 to detractors, then apply the normal formula. Treat the result as an approximation: a five-point box covers seven of the eleven values on the standard scale, so it cannot tell a 0 apart from a 6. If the score will be compared with an industry benchmark, state on the report that it was converted from a five-point scale, because that conversion typically reads slightly harsher than a native 0 to 10 survey. Get started in 4 minutes ## **Your roadmap,**** on **autopilot**. ** Free for 30 days. No card, no sales call. Cancel anytime. [**Start free **](https://app.sleekplan.com/sign-up/) [**Book a 20-min demo **](https://sleekplan.com/contact/sales)