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//// Business Β· Client Satisfaction

Client NPS Calculator

Freelancers rarely measure satisfaction formally. Enter your promoters, passives, and detractors to get your NPS score, see how you compare to the B2B benchmark, and get concrete next steps to improve.

Where this fits

πŸ“¦ Business & Seller OpsGoing 1099FreelancersFounders

This tool lives inside Going 1099 and is most useful for freelancers and founders.

Corp Tax Rate21%
SE Threshold$400
FICA Cap 2024$168,600

Survey Results

Total surveyed: 14 clients

+43
NPS Score
Good

2 points above B2B average (B2B services avg: 41)

57%
Promoters (8)
29%
Passives (4)
14%
Detractors (2)
Your NPS
+43
Good
Industry Avg
+41
B2B services benchmark
vs Industry
+2
Points vs benchmark
Convert 1 Detractor
+57
+14.3 pts gain

Client Breakdown

Promoters (9–10)57.1%
Passives (7–8)28.6%
Detractors (0–6)14.3%

What to Do Next

  • β†’Your promoters are your referral engine. Ask them directly: "Do you know anyone else who could use this kind of help?"
  • β†’Convert passives by adding one unexpected deliverable β€” a summary doc, a follow-up tip, a relevant resource.

How to Run an NPS Survey

β€œHow likely are you to recommend [my name] to a colleague? (0 = Not likely, 10 = Extremely likely)”

1

After every project ends, send one question: "How likely are you to recommend me to a colleague? (0–10)"

2

9–10 = Promoter. 7–8 = Passive. 0–6 = Detractor. That's the whole system.

3

Follow up with a single open-ended question: "What's the primary reason for your score?"

4

Aim for 5+ responses before drawing conclusions. Track quarterly.

1

NPS formula

NPS = ((promoters βˆ’ detractors) / total) Γ— 100

((8 βˆ’ 2) / 14) Γ— 100

= 42.9

Scale is βˆ’100 to +100. Passives count in the denominator but not numerator.

2

Promoter %

promoters / total Γ— 100

8 / 14 Γ— 100

= 57.1%

3

Detractor %

detractors / total Γ— 100

2 / 14 Γ— 100

= 14.3%

4

Convert 1 detractor β†’ promoter

NPS = ((promoters+1 βˆ’ (detractorsβˆ’1)) / total) Γ— 100

((9 βˆ’ 1) / 14) Γ— 100

= 57.1 (+14.3 pts)

A single recovery conversation can meaningfully move your NPS when sample sizes are small.

Key insight

NPS is a leading indicator of referral revenue. Promoters refer an average of 2.5Γ— more clients than passives. For a solo freelancer, one promoter converting a colleague is worth 20-50% of annual income. That's why recovering a single detractor β€” one real conversation, one unmet expectation addressed β€” has such outsized ROI.

Use this result in β†’

Freelance Rate Calculator β†’Project Profitability β†’Scope Creep Calculator β†’

#ShowYourWork

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