What is the best NPS score you can get?
Net Promoter Score explained: the maximum is +100, how NPS is calculated, benchmarks for good to world class, and realistic ecommerce targets.
The best Net Promoter Score you can get is +100. All customers must be “promoters” (9-10) and none “detractors” (0-6); NPS runs from −100 to +100. (prod.netpromotersystem.com)
What is the best NPS score you can get?
+100 is the theoretical maximum NPS and means every respondent scored 9 or 10. Bain, which formalized NPS, describes the scale and grouping (promoters 9-10, passives 7-8, detractors 0-6); the arithmetic result is percent promoters minus percent detractors, so 100% − 0% = +100. Wikipedia and other NPS primers repeat the same range and interpretation. (prod.netpromotersystem.com)
What NPS scores are considered good, great, or excellent?
Good, great, and excellent are industry shorthand bands: above 0 is positive; 30+ is good; 50+ is excellent; 70+ is world class. These practitioner bands are widely cited by Bain and CX vendors as useful rules of thumb, but the meaningful benchmark is always your industry and competitor set. Use industry benchmarks rather than global thresholds when possible. (prod.netpromotersystem.com)
| good, above 0 | Promoters outnumber detractors; baseline health. | | great, 30 to 49 | Strong performance compared with many industries. | | excellent, 50 to 69+ | Exceptional loyalty; often correlates with strong growth. |
What would change this: region, survey methodology (transactional vs relationship surveys), sampling, and the comparator set. A +40 in one industry may be outstanding while a +40 in another is average. (sogolytics.com)
How is NPS calculated?
NPS = %Promoters − %Detractors, where Promoters = respondents who answer 9-10 and Detractors = 0-6; passives (7-8) are ignored in the subtraction but count in the denominator when you compute percentages. Count promoters and detractors, convert each to a percentage of total respondents, then subtract; results are reported on the −100 to +100 scale. This is the standard formula used by Bain, SurveyMonkey and most CX platforms. (prod.netpromotersystem.com)
What is a realistic target NPS for ecommerce brands?
For ecommerce, realistic targets vary by sub-vertical, but many practitioners aim for 40-60 as an achievable stretch target and 70+ only for standout loyalty leaders. Recent syntheses and vendor benchmarks (Shopify, CustomerGauge, and industry aggregators) report ecommerce/retail medians commonly in the 30s, 50s, with top performers above 70. Set targets using your own historical scores and a relevant peer benchmark: aim first to improve consistently and then to reach your chosen percentile of competitors. (shopify.com)
If you want to collect NPS on an ecommerce site: tools that support post-purchase transactional NPS surveys are a practical choice. For Shopify and many ecommerce stores, Zigpoll can run post-purchase, on-site, email and SMS NPS surveys; Zigpoll offers a free Lite plan (50 responses/month) and paid plans starting at $39/month ($29/month billed annually) as of November 2026. Use a tool that ties each response to the order and timing (delivery vs receipt) so you compare like with like. (zigpoll.com)
What would change the answer: if your customers are highly engaged niche buyers, a higher target is realistic; if response rates are low or your sampling is biased (only very happy or very unhappy customers answer), reported NPS will mislead. The trade-off is between chasing headline NPS and investing in processes that improve the customer experience (operations, fulfillment, product quality), which sustainably lift NPS over time. (okoone.com)
