--- title: "Net Promoter Score (NPS) — Formula & Benchmarks | OWOX" canonical: "https://www.owox.com/metrics/net-promoter-score" updated: "2026-09-21" --- ![](https://cdn.owox.com/www/content-marketing-marketingmetrics/marketing-qualified-lead/icon/1.png/public) Metric · 2 min read # Net Promoter Score (NPS) Net Promoter Score (NPS) measures how likely customers are to recommend your brand to others. Here’s everything you need to know: what it is, why it matters, how to calculate it, and how to improve it! Formula NPS = % of Promoters − % of Detractors **Example.** If 60% of your customers are Promoters, 25% are Passives, and 15% are Detractors, your NPS would be 45 (60 – 15). This indicates strong customer loyalty and a good likelihood of referrals. ## Overview ## What it is Net Promoter Score (NPS) is a customer loyalty metric based on a single question: “How likely are you to recommend our product or service to others?” It categorizes respondents into Promoters, Passives, and Detractors. ## Why it matters NPS provides a quick, reliable snapshot of customer sentiment. It helps you measure loyalty, identify potential churn risks, and understand how your brand experience translates into customer advocacy. ## How it is calculated To calculate NPS, subtract the percentage of Detractors (scores 0–6) from the percentage of Promoters (scores 9–10). Passives (scores 7–8) are not counted in the formula. ## Good and bad values ## A good value A good NPS varies by industry, but generally, a score of 30 or above is considered solid. Scores above 50 indicate excellent customer satisfaction and loyalty. ## A bad value An NPS below 0 indicates more Detractors than Promoters. This could signal poor product experience, service issues, or misalignment with customer expectations. ## Do Use these strategies to improve your NPS and create more loyal, satisfied customers. 1. 01 ### Close the feedback loop Reach out to Detractors and Passives to understand pain points, resolve issues, and show that their feedback matters. 2. 02 ### Turn promoters into advocates Encourage happy customers to leave reviews, refer others, or join loyalty programs that reward brand promotion. 3. 03 ### Track NPS by segment Break down your NPS by product line, region, or customer type to pinpoint where you’re exceeding or falling short. ## Avoid 1. Don’t rely on NPS alone – combine it with qualitative feedback. Avoid asking too frequently, and be sure to follow up with actions based on customer responses. ## Related metrics ## Related metrics you might be interested in [Customer Retention Rate`= ((Customers at End of Period − New Customers) ÷ Customers at Start of Period) × 100`](/metrics/customer-retention-rate) [Quality Score](/metrics/quality-score) [Returning Visitors`= Total Sessions from Repeat Users`](/metrics/returning-visitors) [User Retention`= (Retained Users ÷ Users at Start of Period) × 100`](/metrics/user-retention) ## Related articles ## Articles that use Net Promoter Score (NPS) [![Text-to-SQL Accuracy: What a Benchmark Score Tells You About Your Own Warehouse](https://cdn.owox.com/www/content-marketing-article/text-to-sql-accuracy-benchmarks-production/thumbnail/1.png/public) ai · Text-to-SQL Accuracy: What a Benchmark Score Tells You About Your Own Warehouse · Oct 11, 2026](/blog/articles/text-to-sql-accuracy-benchmarks-production) ## Customer stories ## Learn how teams ship analytics faster Organizations that scaled analytics without scaling headcount [All case studies →](/blog/success-stories) [Pürblack · "For 10 years I was blind." The day Pürblack® founder stopped guessing · Seconds · to get reports across six channels · Read the story](/blog/success-stories/purblack) [Reformation · How OWOX Reports Helped Reformation Make Data-Backed Decisions · Minutes · from data request to business decision · Read the story](/blog/success-stories/reformation) [WorkSimpli · How OWOX Reports Streamlined Operations for WorkSimpli, Saving Over 10 Hours Weekly · 10hrs+ · saved per week on manual reporting · Read the story](/blog/success-stories/worksimpli) ## What users are saying ## Not testimonials. Comment threads. Real things real customers said — each quote pinned to a specific claim, straight from the quotes database. A9 · re: one source of truth ![Mark Simmons](https://cdn.owox.ai/www/webflow/6a7b298b2b9daab0ade631d7_mark-headshot.png/public) Mark Simmons · CMO, Pürblack® > _“We had six or seven different channels and no single source of truth — it was almost impossible, a lot of guesswork.”_ C3 · re: golden data ![Nodari Rizun](https://cdn.owox.ai/www/webflow/6a7b298b2ca5055443187566_nodari-headshot.png/public) Nodari Rizun · Founder & CEO, Pürblack® > _“Golden data is clean data — the measure of reality, true and not false, that you can trust based on its source. If you have that, you're good.”_ E5 · re: dashboards vs truth ![Nodari Rizun](https://cdn.owox.ai/www/webflow/6a7b298b2ca5055443187566_nodari-headshot.png/public) Nodari Rizun · Founder & CEO, Pürblack® > _“Most businesses look at a Shopify or Google Analytics dashboard and think it's the source of truth. It's not — that data was never cleaned.”_ ## Your New Normal Calculate Net Promoter Score (NPS) on your own data. OWOX Data Marts helps you track NPS over time, segment scores by customer groups, and uncover patterns that impact satisfaction. Use this data to reduce churn, increase referrals, and build stronger relationships. * No AI hallucinations * Analyst-governed definitions * Every number traces to SQL [Get started free](https://www.owox.com/app-signup) ## Book a call You are booked. The invitation is on its way to , with the calendar invite and the meeting link. [Reschedule](#) [Cancel](#) ## Schedule a meeting ## Schedule in person meeting at Tip Top Toronto You are booked. The invitation is on its way to , with the calendar invite and the meeting link. [Reschedule](#) [Cancel](#) ## Links Pages this page links to, on this site and on docs.owox.com. Where the page has a Markdown twin, its address follows the link. - [Customer Retention Rate= ((Customers at End of Period − New Customers) ÷ Customers at Start of…](https://www.owox.com/metrics/customer-retention-rate) — /metrics/customer-retention-rate.md - [Quality Score](https://www.owox.com/metrics/quality-score) — /metrics/quality-score.md - [Returning Visitors= Total Sessions from Repeat Users](https://www.owox.com/metrics/returning-visitors) — /metrics/returning-visitors.md - [User Retention= (Retained Users ÷ Users at Start of Period) × 100](https://www.owox.com/metrics/user-retention) — /metrics/user-retention.md - [ai · Text-to-SQL Accuracy: What a Benchmark Score Tells You About Your Own Warehouse · Oct 11, 2026](https://www.owox.com/blog/articles/text-to-sql-accuracy-benchmarks-production) — /blog/articles/text-to-sql-accuracy-benchmarks-production.md - [All case studies →](https://www.owox.com/blog/success-stories) — /blog/success-stories.md - [Pürblack · "For 10 years I was blind." The day Pürblack® founder stopped guessing · Seconds · to get…](https://www.owox.com/blog/success-stories/purblack) — /blog/success-stories/purblack.md - [Reformation · How OWOX Reports Helped Reformation Make Data-Backed Decisions · Minutes · from data…](https://www.owox.com/blog/success-stories/reformation) — /blog/success-stories/reformation.md - [WorkSimpli · How OWOX Reports Streamlined Operations for WorkSimpli, Saving Over 10 Hours Weekly ·…](https://www.owox.com/blog/success-stories/worksimpli) — /blog/success-stories/worksimpli.md - [Get started free](https://www.owox.com/app-signup)