Enter your promoters, passives and detractors, or paste the count for each score from 0 to 10. Get your Net Promoter Score and the breakdown behind it.
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Your Net Promoter Score · Good
+45
Promoters
60.0%
Passives
25.0%
Detractors
15.0%
Based on 200 responses.
Detractors are often made in the support inbox.
A late reply to 'where is my order' or a messy refund turns a happy buyer into a detractor. Relay answers those tickets instantly with the real order data and follows your refund rules exactly, so the post-purchase experience stays as good as the product.
NPS = % of promoters − % of detractors.
Customers answer one question: 'How likely are you to recommend us to a friend, from 0 to 10?' Scores of 9–10 are promoters, 7–8 are passives, and 0–6 are detractors. Passives count in the total but not in the score.
The result ranges from −100 (everyone is a detractor) to +100 (everyone is a promoter). Example: 200 responses with 120 promoters (60%) and 30 detractors (15%) give an NPS of +45.
Anything above 0 means you have more promoters than detractors. Above +30 is good, above +50 is excellent, and above +70 is rare. Benchmarks vary a lot by industry and by when you send the survey, so track your own trend over time rather than chasing someone else's number.
Passives are satisfied but not enthusiastic. They're unlikely to hurt your brand but also unlikely to promote it, so NPS leaves them out of the score while still counting them in the total.
For ecommerce, a few days to two weeks after delivery, once the customer has used the product. Sending it at checkout measures the buying experience, not loyalty.
Yes. If you have more detractors than promoters, your NPS is below zero. It's a strong signal to look at product quality, delivery and support.
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