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NPS Calculator

Calculate your Net Promoter Score instantly. Enter your survey results to see your NPS, benchmark against Australian industry averages, and understand what to do next.

Enter Your Survey Results

Enthusiastic fans who will recommend you
Satisfied but not enthusiastic — could switch
Unhappy customers who may damage your brand

Your NPS Results

—
−100 (Poor) 0 +50 +100 (Excellent)
Promoters
—
—%
Score: 9–10
Passives
—
—%
Score: 7–8
Detractors
—
—%
Score: 0–6
—
Results are indicative only. NPS benchmarks vary by methodology, survey timing, and question wording. Consult a business advisor before making strategic decisions based on NPS alone.

AU NPS Benchmarks by Industry

Industry Excellent Good Average Poor
SaaS / Tech ≥ 50 30–49 0–29 < 0
eCommerce / Retail ≥ 55 30–54 0–29 < 0
Professional Services ≥ 60 40–59 20–39 < 20
Financial Services ≥ 40 20–39 0–19 < 0
Healthcare / Wellness ≥ 60 40–59 20–39 < 20
Hospitality / Travel ≥ 55 30–54 0–29 < 0
Education / Training ≥ 65 45–64 20–44 < 20
Telco / Internet ≥ 30 10–29 −10–9 < −10

AU benchmarks aggregated from Bain & Company NPS data and Australian industry surveys. NPS varies significantly by measurement method, customer segment, and survey timing.

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What Is Net Promoter Score (NPS)?

Net Promoter Score (NPS) measures customer loyalty by asking one question: "How likely are you to recommend us to a colleague or friend?" Respondents score from 0–10, and your NPS is the percentage of promoters (9–10) minus the percentage of detractors (0–6).

It's the gold standard for measuring customer satisfaction because it predicts business growth. Promoters generate referrals and repeat business. Detractors generate negative word-of-mouth that damages your brand.

How NPS Is Calculated

Net Promoter Score (NPS) = % Promoters − % Detractors

Survey respondents rate their likelihood to recommend your business on a scale of 0–10:

Promoters (9–10): Loyal enthusiasts who will recommend you and fuel growth.
Passives (7–8): Satisfied but unenthusiastic — vulnerable to competitive offerings.
Detractors (0–6): Unhappy customers who can damage your brand through negative word-of-mouth.

NPS ranges from −100 (all detractors) to +100 (all promoters). Any score above 0 means you have more promoters than detractors. A score above 50 is generally considered excellent across most Australian industries.

For Australian SaaS businesses, an NPS above 30 is considered good — while professional services firms often target 60+. Industry context matters: telcos typically score much lower than healthcare providers.

Why NPS Matters for Your Business

NPS is one of the strongest predictors of business growth. Here's why Australian businesses should track it:

How to Improve Your NPS