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Net Promoter Score Calculator

Enter the number of promoters, passives, and detractors to find the NPS.

How it is calculated

You enter how many respondents fall into each group, and the tool turns the counts into shares of the total: total = promoters + passives + detractors, then NPS = (promoters − detractors) / total × 100, rounded to a whole number. Passives (scores 7 to 8) never appear in the numerator, but they are in the total, so they pull both shares down. The result runs from −100 (all detractors) to +100 (all promoters). A rating is added from fixed bands, judged on the rounded score you see: above 50 is Excellent, 0 to 50 is Good, and below 0 is Needs improvement. It also shows the promoter share as a percentage of all answers. The counts must be whole numbers (they are people), none can be negative, and the total must be above zero; otherwise no result is shown.

Worked example

A survey gets 100 answers: 60 promoters, 25 passives and 15 detractors. Total: 60 + 25 + 15 = 100. Promoters are 60% and detractors 15%. NPS = (60 − 15) / 100 × 100 = 45. That lies between 0 and 50, so the rating is Good (0 to 50). The promoter share shown is 60.00%. If the 25 passives had been 25 detractors instead (60 promoters, 40 detractors), the score would fall to 20.

Try this example →

Common mistakes

  • Entering the 0-10 scores or their average instead of counts of people in each group. The tool needs the number of promoters (9-10), passives (7-8) and detractors (0-6).
  • Leaving the passives out. They do not change the top of the formula, but they enlarge the total, so omitting them overstates both promoter and detractor shares.
  • Entering a share such as 60 for "60%" in all three boxes without a matching total, or a fractional count like 60.5, which gives no result. Use whole numbers of respondents.
  • Comparing scores from very small samples. With 10 responses, one person moving groups changes the NPS by 10 points.
  • Reading a score of exactly 0 as good news or as bad news. It means promoters and detractors are equal in number; the tool rates 0 as Good (0 to 50), and only scores below 0 get Needs improvement.

About this calculator

The Net Promoter Score (NPS), developed by Fred Reichheld and introduced through Bain & Company in 2003, sorts customers who answer “how likely are you to recommend us” (0–10) into three groups — promoters (9–10), passives (7–8), and detractors (0–6) — and the score is % promoters − % detractors, giving a result from −100 to +100.

Customer experience and product teams use NPS as a simple, widely benchmarked pulse on loyalty, tracking it over time to catch shifts in satisfaction before they show up in churn numbers.

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