NPS guides

Short explanations for stores and other businesses. No invented industry scores.

• What is NPS

  NPS is promoters minus detractors on a 0 to 10 recommend question, from -100 to 100. Definition, without invented benchmarks.

• How to calculate NPS

  NPS equals promoters minus detractors, divided by every answer, times 100. Free calculator included.

• NPS benchmarks

  TrustNPS does not publish a single good NPS for e-commerce. Read why, and what we show instead.

• Verified NPS vs reviews

  How a verified NPS differs from Google star reviews and Trustpilot, without ranking the methods as better or worse.

• Delighted alternative

  Delighted shut down on 30 June 2026. What TrustNPS measures instead.