NPS calculator
Net Promoter Score comes from one survey question: how likely are you to recommend us, from 0 to 10? Count the promoters, passives and detractors among the answers and the calculator gives the score and the share of each group.
Runs in your browser: nothing you enter is sent anywhere.
How to use it
- Group your survey answers: 9–10 are promoters, 7–8 passives, 0–6 detractors.
- Enter the number of answers in each group.
- Read the Net Promoter Score and the share of each group.
How it works
- Total = promoters + passives + detractors.
- % promoters = promoters ÷ total × 100; % detractors = detractors ÷ total × 100.
- NPS = % promoters − % detractors.
Worked example
A survey got 100 answers: 60 promoters, 25 passives and 15 detractors. NPS = 60% − 15% = 45.
Another got 50 answers: 10 promoters, 10 passives and 30 detractors. That is 20% − 60% = −40.
Tips
- Ask a follow-up question (“why?”) to learn what drives each group.
- Survey the same kind of customers at the same point in their journey each time.
- Look at the counts too: the same score can come from very different splits.
Frequently asked questions
How is NPS calculated?
NPS = % promoters − % detractors. With 60 promoters, 25 passives and 15 detractors out of 100 answers, NPS = 60 − 15 = 45.
What range can NPS have?
From −100 (every answer a detractor) to +100 (every answer a promoter). It is a number, not a percent.
Why do passives matter if they are not in the formula?
They count in the total, so more passives lower both percentages. Turning a passive into a promoter raises the score.
What is a good NPS?
Scores vary a lot between industries and survey methods. A positive score means more promoters than detractors; the most useful comparison is with your own earlier surveys.
How many answers do I need?
With few answers the score jumps around: with 20 answers, one person changing their mind moves NPS by 5 points. Collect enough answers before comparing periods.