What your Net Promoter Score® means for your business 

Want to know how customers really feel about your product or brand? Your Net Promoter Score (NPS) helps you find out.

Net Promoter Score is a metric used to understand customer sentiment and predict business growth. Based on one simple survey question—"How likely are you to recommend this product/company to a friend or colleague?"—it provides instant insights about customer satisfaction, enabling you to identify trends in real time.

An NPS survey requires customers to give a numeric rating between 0 and 10, 0 being 'not at all likely' and 10 being 'extremely likely'. With help from our free NPS calculator, these survey answers are used to determine your score, giving you insight into where you stand with your customers.

Put a number on customer loyalty

Based on the score they give, survey respondents are grouped into three different categories:

Your NPS is calculated by subtracting the percentage of your detractors from the percentage of your promoters using a free NPS calculator like the one above. (Give it a go!)

3 key insights from our free NPS calculator

1. 🤔 Understand the customer experience: your NPS score is directly linked to customer satisfaction (CSAT) and customer loyalty. A free NPS survey gives you a real-time pulse check on how satisfied people are with your user experience.

2. 📈 Predict business growth—and obstacles: tons of promoters? Woohoo! But if the number of detractors outweighs the number of promoters, you may struggle with retention.

3.  🛠 Improve the customer journey: dig into the reasons behind poor or average scores and identify opportunities to improve. Track your NPS over time to quantify the impact of your changes.  

Set up a free NPS survey today to calculate your score

Want to calculate your NPS score but don’t have any data to analyze yet? Great news: you don’t need complicated NPS software to start collecting this valuable customer feedback—just use our free NPS survey.

Hotjar Surveys makes it super easy to embed surveys on any web page, so you can hear from your customers across multiple touchpoints.

Use our dedicated NPS survey template to get up and running in no time, or use AI to autogenerate surveys tailored to your business goals in moments.

Setting up your NPS survey couldn’t be easier—watch this short video to learn how:

See it in action—try our embedded survey now 👇

Net Promoter, Net Promoter System, Net Promoter Score, NPS, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.