What is Net Promoter Score, and How Is It Calculated?<\/strong><\/h2>\n\n\n\nNet Promoter Score is a popular metric used to measure customer loyalty. It shows how likely customers are to recommend a brand, product, or service to others, making it a strong indicator of customer satisfaction and potential for future growth.<\/p>\n\n\n\n
NPS is based on one simple question:<\/p>\n\n\n\n
\u201cHow likely are you to recommend [Company X] to a friend or colleague?\u201d<\/strong><\/p>\n\n\n\nRespondents answer on a scale from 0 to 10, and based on their score, they\u2019re grouped into three categories:<\/p>\n\n\n\n
\n- Promoters (9\u201310): <\/strong>Loyal fans who love your brand and are likely to spread the word.<\/li>\n<\/ul>\n\n\n\n
\n- Passives (7\u20138): <\/strong>Generally satisfied but not enthusiastic and may be swayed by competitors..<\/li>\n<\/ul>\n\n\n\n
\n- Detractors (0\u20136):<\/strong> Unhappy customers who could harm your reputation through negative feedback.<\/li>\n<\/ul>\n\n\n\n
To calculate your NPS:<\/p>\n\n\n\n
NPS = % of Promoters \u2013 % of Detractors<\/strong><\/p>\n\n\n\nYour final score can range from -100 to +100. The higher the score, the more loyal and satisfied your customers are likely to be<\/p>\n\n\n\n
Track and Improve Your NPS with the QuestionPro Calculator<\/h3>\n\n\n\n
The QuestionPro Net Promoter Score (NPS) Calculator is a simple, effective tool that helps you quickly determine your brand\u2019s NPS based on the number of promoters, passives, and detractors you\u2019ve collected.<\/p>\n\n\n\n
Whether you enter scores manually or use the built-in NPS goal-setting feature, this calculator gives you instant insights into customer loyalty. With QuestionPro, you can go beyond just calculating NPS \u2014 collect real-time feedback through surveys across multiple touchpoints, track trends, and act on negative feedback.<\/p>\n\n\n\n
From email surveys to kiosk-based responses, QuestionPro makes it easy to gather, calculate, and improve your NPS \u2014 all in one platform.<\/p>\n\n\n\n
\nNet Promoter Score Calculator<\/strong><\/a><\/div>\n<\/div>\n\n\n\n<\/p>\n\n\n\n
What’s a Good NPS Score for the Retail Industry?<\/strong><\/h2>\n\n\n\nAccording to QuestionPro\u2019s Q1 2025 Benchmarking NPS and CSAT Report, the retail industry achieved an NPS of 37, positioning it as the third-highest performing sector among the seven industries analyzed.<\/p>\n\n\n\n![\"nps-performance-in-retails\"](\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/08\/nps-in-retails.jpg\")
<\/figure>\n\n\n\nTo understand what constitutes a good NPS score in retail, consider these industry comparisons from our study:<\/p>\n\n\n\n
\n- Hotel & Hospitality: <\/strong>44 NPS<\/li>\n\n\n\n
- Banking & Credit Unions:<\/strong> 41 NPS<\/li>\n\n\n\n
- Automotive:<\/strong> 41 NPS<\/li>\n\n\n\n
- Big Box Retail:<\/strong> 37 NPS<\/li>\n\n\n\n
- Grocery Retail:<\/strong> 37 NPS<\/li>\n\n\n\n
- Airlines: <\/strong>33 NPS<\/li>\n\n\n\n
- Insurance:<\/strong> 23 NPS<\/li>\n<\/ul>\n\n\n\n
The retail industry’s NPS of 37 significantly outperforms many other sectors, indicating that the retail industry is generally succeeding in building customer loyalty and advocacy, but it needs improvement.<\/p>\n\n\n\n
NPS Score Interpretation for Retail<\/h3>\n\n\n\n\n- Above 50:<\/strong> Excellent performance (world-class customer loyalty)<\/li>\n\n\n\n
- 30\u201350: <\/strong>Good performance (strong customer advocacy)<\/li>\n\n\n\n
- 0\u201330: <\/strong>Acceptable performance (room for improvement)<\/li>\n\n\n\n
- Below 0: <\/strong>Poor performance (urgent attention needed)<\/li>\n<\/ul>\n\n\n\n
With an industry average NPS of 37, most retail brands fall into the “good performance” category. This reflects a solid level of customer loyalty and advocacy, but also highlights a clear opportunity for improvement to reach the level of excellence and stand out in a competitive market.<\/p>\n\n\n\n
Retail Industry NPS Benchmarks: Leading Brands vs. Underperformers<\/strong><\/h2>\n\n\n\nOur study reveals noticeable differences in NPS performance among leading retail brands, emphasizing how effective customer experience strategies directly impact brand loyalty and consumer trust.<\/p>\n\n\n\n
For this analysis, we focused on the most relevant and recognizable retailers. If you believe we missed an important brand, feel free to let us know.<\/p>\n\n\n\n![\"download-full-report-cta-retail\"](\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/04\/download-full-report-cta-retail-7.jpg\")
<\/a><\/figure>\n\n\n\nThese insights come from QuestionPro’s latest study, which surveyed 1,000 participants<\/strong> to measure NPS across leading companies and industries. The report is based on real customer feedback from Q1 2025<\/strong> and is updated quarterly.<\/p>\n\n\n\nWe invite you to download the full report. It’s a valuable resource for evaluating your company’s performance and determining your customers’ perceptions of you.<\/p>\n\n\n\n
Respondents answer on a scale from 0 to 10, and based on their score, they\u2019re grouped into three categories:<\/p>\n\n\n\n
- \n
- Promoters (9\u201310): <\/strong>Loyal fans who love your brand and are likely to spread the word.<\/li>\n<\/ul>\n\n\n\n
- \n
- Passives (7\u20138): <\/strong>Generally satisfied but not enthusiastic and may be swayed by competitors..<\/li>\n<\/ul>\n\n\n\n
- \n
- Detractors (0\u20136):<\/strong> Unhappy customers who could harm your reputation through negative feedback.<\/li>\n<\/ul>\n\n\n\n
To calculate your NPS:<\/p>\n\n\n\n
NPS = % of Promoters \u2013 % of Detractors<\/strong><\/p>\n\n\n\n
Your final score can range from -100 to +100. The higher the score, the more loyal and satisfied your customers are likely to be<\/p>\n\n\n\n
Track and Improve Your NPS with the QuestionPro Calculator<\/h3>\n\n\n\n
The QuestionPro Net Promoter Score (NPS) Calculator is a simple, effective tool that helps you quickly determine your brand\u2019s NPS based on the number of promoters, passives, and detractors you\u2019ve collected.<\/p>\n\n\n\n
Whether you enter scores manually or use the built-in NPS goal-setting feature, this calculator gives you instant insights into customer loyalty. With QuestionPro, you can go beyond just calculating NPS \u2014 collect real-time feedback through surveys across multiple touchpoints, track trends, and act on negative feedback.<\/p>\n\n\n\n
From email surveys to kiosk-based responses, QuestionPro makes it easy to gather, calculate, and improve your NPS \u2014 all in one platform.<\/p>\n\n\n\n
\nNet Promoter Score Calculator<\/strong><\/a><\/div>\n<\/div>\n\n\n\n<\/p>\n\n\n\n
What’s a Good NPS Score for the Retail Industry?<\/strong><\/h2>\n\n\n\n
According to QuestionPro\u2019s Q1 2025 Benchmarking NPS and CSAT Report, the retail industry achieved an NPS of 37, positioning it as the third-highest performing sector among the seven industries analyzed.<\/p>\n\n\n\n
<\/figure>\n\n\n\nTo understand what constitutes a good NPS score in retail, consider these industry comparisons from our study:<\/p>\n\n\n\n
- \n
- Hotel & Hospitality: <\/strong>44 NPS<\/li>\n\n\n\n
- Banking & Credit Unions:<\/strong> 41 NPS<\/li>\n\n\n\n
- Automotive:<\/strong> 41 NPS<\/li>\n\n\n\n
- Big Box Retail:<\/strong> 37 NPS<\/li>\n\n\n\n
- Grocery Retail:<\/strong> 37 NPS<\/li>\n\n\n\n
- Airlines: <\/strong>33 NPS<\/li>\n\n\n\n
- Insurance:<\/strong> 23 NPS<\/li>\n<\/ul>\n\n\n\n
The retail industry’s NPS of 37 significantly outperforms many other sectors, indicating that the retail industry is generally succeeding in building customer loyalty and advocacy, but it needs improvement.<\/p>\n\n\n\n
NPS Score Interpretation for Retail<\/h3>\n\n\n\n
- \n
- Above 50:<\/strong> Excellent performance (world-class customer loyalty)<\/li>\n\n\n\n
- 30\u201350: <\/strong>Good performance (strong customer advocacy)<\/li>\n\n\n\n
- 0\u201330: <\/strong>Acceptable performance (room for improvement)<\/li>\n\n\n\n
- Below 0: <\/strong>Poor performance (urgent attention needed)<\/li>\n<\/ul>\n\n\n\n
With an industry average NPS of 37, most retail brands fall into the “good performance” category. This reflects a solid level of customer loyalty and advocacy, but also highlights a clear opportunity for improvement to reach the level of excellence and stand out in a competitive market.<\/p>\n\n\n\n
Retail Industry NPS Benchmarks: Leading Brands vs. Underperformers<\/strong><\/h2>\n\n\n\n
Our study reveals noticeable differences in NPS performance among leading retail brands, emphasizing how effective customer experience strategies directly impact brand loyalty and consumer trust.<\/p>\n\n\n\n
For this analysis, we focused on the most relevant and recognizable retailers. If you believe we missed an important brand, feel free to let us know.<\/p>\n\n\n\n
<\/a><\/figure>\n\n\n\nThese insights come from QuestionPro’s latest study, which surveyed 1,000 participants<\/strong> to measure NPS across leading companies and industries. The report is based on real customer feedback from Q1 2025<\/strong> and is updated quarterly.<\/p>\n\n\n\n
We invite you to download the full report. It’s a valuable resource for evaluating your company’s performance and determining your customers’ perceptions of you.<\/p>\n\n\n\n
- 30\u201350: <\/strong>Good performance (strong customer advocacy)<\/li>\n\n\n\n
- Banking & Credit Unions:<\/strong> 41 NPS<\/li>\n\n\n\n
- Hotel & Hospitality: <\/strong>44 NPS<\/li>\n\n\n\n
- Detractors (0\u20136):<\/strong> Unhappy customers who could harm your reputation through negative feedback.<\/li>\n<\/ul>\n\n\n\n
- Passives (7\u20138): <\/strong>Generally satisfied but not enthusiastic and may be swayed by competitors..<\/li>\n<\/ul>\n\n\n\n