NPS Calculator
Find your Net Promoter Score from survey responses.
Results update as you type.
How it works
Net Promoter Score, or NPS, is a widely used measure of customer loyalty, and this calculator computes it from your counts of promoters, passives, and detractors. NPS comes from a single survey question asking how likely someone is to recommend your product or company on a zero-to-ten scale. Respondents who answer nine or ten are promoters, loyal enthusiasts likely to refer others; those who answer seven or eight are passives, satisfied but unenthusiastic; and those who answer zero through six are detractors, unhappy customers who may harm your brand. You enter how many fell into each group, and the calculator finds the percentage of promoters and detractors and subtracts the latter from the former. The score ranges from minus 100, when every respondent is a detractor, to plus 100, when everyone is a promoter, with passives counted in the total but not directly in the subtraction. NPS is popular because it distills loyalty into one comparable number that companies track over time and against competitors. A positive score is generally considered good and a score above fifty excellent, though benchmarks vary by industry. Enter your promoter, passive, and detractor counts to compute your Net Promoter Score.
NPS = %promoters − %detractors
Net Promoter Score subtracts the percentage of detractors, who rate you 0 to 6, from the percentage of promoters, who rate you 9 or 10, ignoring passives, who rate 7 or 8, in the calculation. The result ranges from minus 100, if everyone is a detractor, to plus 100, if everyone is a promoter, giving a single measure of customer loyalty.
Source:Customer experience analytics
We review all our tools from time to time to ensure accuracy.
Worked example
How to use this calculator
- 1
Enter your values
Enter promoters (9–10), passives (7–8) and detractors (0–6).
- 2
Adjust the options
Fine-tune any options to match your situation.
- 3
Read your result
Net Promoter Score updates instantly as you type — no button to press.
Frequently asked questions
What is Net Promoter Score?
Net Promoter Score is a customer loyalty metric based on one question: how likely are you to recommend us, on a scale of zero to ten. It equals the percentage of promoters minus the percentage of detractors. Ranging from minus 100 to plus 100, it gives a single, comparable measure of how loyal and enthusiastic your customers are.
How are promoters, passives, and detractors defined?
Promoters score nine or ten and are loyal enthusiasts likely to recommend you. Passives score seven or eight, satisfied but not enthusiastic, and are excluded from the subtraction though counted in the total. Detractors score zero through six and are unhappy customers who can damage your reputation through negative word of mouth.
How is NPS calculated?
Find the percentage of respondents who are promoters and the percentage who are detractors, then subtract detractors from promoters. Passives affect the percentages because they are part of the total, but they are not added or subtracted directly. The result is a whole number between minus 100 and plus 100, which this calculator produces from your counts.
What is a good NPS?
Any positive score means you have more promoters than detractors, which is generally good. A score above fifty is considered excellent, and above seventy is world-class. However, benchmarks vary widely by industry, so compare your NPS against competitors in your sector and against your own past scores rather than a single universal threshold.
Why do passives not count in the formula?
Passives are satisfied but neutral; they neither actively promote nor actively criticise, so they are excluded from the promoter-minus-detractor subtraction. They still matter, though, because they are part of the total response count, which affects both percentages. Converting passives into promoters is a common way to improve your Net Promoter Score.