NPS

NPS Calculator: Calculate your NPS score for free

Use our free NPS calculator to calculate your Net Promoter Score in seconds. Enter the responses from your NPS survey and instantly see how many customers are Promoters, Passives and Detractors.

How is NPS calculated?

NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters:

Formula: NPS = % Promoters − % Detractors

Customers are placed into three groups based on their answer on the 0–10 scale:

Promoters give a score of 9 or 10.
Passives give a score of 7 or 8.
Detractors give a score from 0 to 6.

Passives are included in the total number of responses, but they are not directly added to or subtracted from the NPS formula.

NPS calculation example

If 100 customers respond and the result includes 60 Promoters, 25 Passives and 15 Detractors, the calculation is:

Result: 60% Promoters − 15% Detractors = NPS +45

NPS is reported as a score from -100 to +100 and is not written with a percent sign.

What is a good NPS score?

A positive NPS means the company has more Promoters than Detractors. However, a good NPS depends on the industry, market and survey method. Compare your result with relevant industry data and track your own development over time.

The score tells you where you stand. Customer comments tell you why. An NPS survey should therefore include an open follow-up question and lead to action on the experiences that need improvement.

FAQ about NPS

Do Passives count in NPS?

Yes. Passives are included in the total number of responses and therefore affect the percentages. They are not directly added or subtracted in the formula.

Can an NPS score be negative?

Yes. A negative NPS means the company has a larger share of Detractors than Promoters.

Is NPS a percentage?

No. The calculation uses percentages, but the result is a score between -100 and +100 without a percent sign.

Ready to get started

Ready to do more than calculate NPS?

A one-off calculation gives you a snapshot. With nps.today, you can automate NPS across the customer journey, understand the reasons behind each response and make sure the right employee follows up.