# Net Promoter Score (NPS) Explained: Calculation and Benchmarks

> NPS measures customer loyalty in a single number from −100 to +100. Here's how to calculate it from promoters and detractors, and what a good score looks like.

- URL: https://www.pyalm.com/blog/nps-explained
- Author: Fadhil Abdulla
- Category: Free Tools
- Published: 2026-06-13
- Updated: 2026-06-13

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## What NPS measures

Net Promoter Score (NPS) gauges customer loyalty by asking one question: how likely are you to recommend us? It distils the answers into a single number from −100 to +100. The free [NPS Calculator](https://www.pyalm.com/free-tools/nps-calculator) computes it from your response counts.

## The three groups

Based on a 0–10 scale:

- **Promoters (9–10)** — loyal enthusiasts who drive referrals.
- **Passives (7–8)** — satisfied but unenthusiastic.
- **Detractors (0–6)** — unhappy customers who can damage your reputation.

## The formula

NPS = % promoters − % detractors. Passives count toward the total but not the score. With 60 promoters, 25 passives, and 15 detractors out of 100, NPS = 60 − 15 = +45.

## What's a good NPS?

Any positive score means more promoters than detractors. Above +30 is good and above +50 is excellent, though benchmarks vary by industry. Track the trend and follow up with detractors to improve it.

Pair NPS with [CSAT](https://www.pyalm.com/free-tools/csat-calculator) for both loyalty and moment-to-moment satisfaction.

[Use the free NPS Calculator](https://www.pyalm.com/free-tools/nps-calculator) | [CSAT Calculator](https://www.pyalm.com/free-tools/csat-calculator)