Free NPS Calculator
Enter your promoter, passive and detractor counts to calculate your Net Promoter Score instantly — then see how it compares with your industry average.
The NPS formula: NPS = % Promoters − % Detractors. Passives count towards the total, but not towards the score.
Average NPS by industry
The same score means different things in hospitality and in professional services. These are the averages the calculator compares your score against — pick your industry in the calculator to see the gap in points.
- Automotive 18
- Banking 25
- Car Rental -2
- Computer 17
- Consumer Payment 4
- E-commerce 30
- Education 32
- Electronics 11
- Fast Food 19
- Fitness & Wellness 35
- FMCG / CPG 43
- Grocery 28
- Health Insurance 12
- Healthcare 38
- Hotel 8
- iGaming 36
- Insurance 16
- Investment 18
- Parcel Delivery 26
- Professional Services 40
- Public Sector 5
- Real Estate 26
- Retail 31
- Software 19
- Streaming Service 33
- Telecommunications 24
- TV/ISP 7
- Utilities 13
The cross-industry average is 15. Benchmark is based on Responsly data collected from 10,000+ organizations in 2021–2026.
Ready to measure and improve your NPS?
While benchmarking is a great start, Responsly provides professional NPS survey tools with industry benchmarking, advanced analytics, and automated follow-up workflows to help you improve customer loyalty.
Frequently Asked Questions
What is Net Promoter Score (NPS)?
Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend your business to others. It's calculated based on responses to the question 'How likely are you to recommend us to a friend or colleague?' on a scale of 0-10. Scores range from -100 to +100, with higher scores indicating better customer loyalty.
How is NPS calculated?
NPS is calculated by subtracting the percentage of Detractors (scores 0-6) from the percentage of Promoters (scores 9-10). Passives (scores 7-8) are not included in the calculation. The formula is: NPS = % Promoters - % Detractors. The result ranges from -100 to +100.
What is a good NPS score?
NPS scores vary significantly by industry. Generally, any positive NPS (above 0) is considered good, scores above 20 are favorable, above 50 are excellent, and above 80 are world-class. However, it's more important to compare your score against industry benchmarks and track improvement over time.
How often should I measure NPS?
The frequency of NPS measurement depends on your business type and customer interaction frequency. Most companies measure NPS quarterly or bi-annually for relationship surveys, while transactional NPS can be measured after each customer interaction. Regular measurement helps track trends and improvements over time.
How were these industry benchmarks measured?
The averages are based on Responsly data collected from 10,000+ organizations in 2021–2026 and cover 28 industries. They are reference points rather than hard targets — customer expectations, competition and business models differ from one industry to the next. A score of 20 can be strong in one industry and mediocre in another, so the most useful reading is your score against your industry average and against your own previous measurement.
Why do NPS scores vary by industry?
NPS scores vary by industry due to different customer expectations, competitive landscapes, and business models. For example, software companies often have higher NPS scores than utilities or airlines because of different service delivery models and customer relationship dynamics. That's why industry benchmarking is crucial for meaningful comparisons.
How can I improve my NPS score?
To improve NPS: 1) Identify and address customer pain points through feedback analysis 2) Focus on converting Passives to Promoters 3) Implement closed-loop feedback processes 4) Train staff on customer experience best practices 5) Monitor and benchmark against competitors 6) Act on feedback quickly and communicate improvements to customers.
What's the difference between relationship and transactional NPS?
Relationship NPS measures overall customer loyalty and is typically sent periodically (quarterly/annually) to gauge long-term sentiment. Transactional NPS measures satisfaction with specific interactions and is sent immediately after customer touchpoints like purchases or support interactions. Both provide valuable but different insights.
How does Responsly help with NPS measurement?
Responsly offers comprehensive NPS survey tools with professional templates, automated follow-up questions, real-time analytics, industry benchmarking, and closed-loop feedback management. Our platform helps you collect, analyze, and act on NPS feedback more effectively than basic survey tools, with advanced features for enterprise-level customer experience management.
