NPS Calculator
Calculate Net Promoter Score from promoter, passive and detractor counts, with the share of each group.
- Promoters
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- Passives
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- Detractors
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- Total responses
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What is the NPS Calculator?
Net Promoter Score, or NPS, summarises how likely customers are to recommend you. It is the percentage of promoters minus the percentage of detractors, giving a score from minus 100 to 100. Track your own score over time and read it with the written comments behind it.
How it works
Responses = promoters + passives + detractors. Promoter % = promoters / responses x 100, and likewise for passives and detractors. NPS = promoter % minus detractor %. Passives count in the total but not in the score. Zero responses gives zero.
How to use it
- Count survey replies scoring 9 or 10 as promoters.
- Count replies scoring 7 or 8 as passives and 0 to 6 as detractors.
- Enter the three counts.
- Read the NPS and the share of each group, then repeat each survey round.
NPS Calculator — FAQ
What question gives NPS?
The usual question asks how likely the person is to recommend you to a friend or colleague, on a scale of 0 to 10.
Can NPS be negative?
Yes. When detractors outnumber promoters the score falls below zero, which signals more unhappy than happy customers.
How many responses do I need?
More is better. With few responses a handful of replies can swing the score, so be careful about reading small changes.