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NPS Net Promoter Score Calculator

Calculate your Net Promoter Score (NPS) using customer feedback count or percentages, with a color-coded visual scale and breakdown analysis.

Net Promoter Score (NPS)

50.0

Great · Range: -100 to +100

Great100 total responses

Promoters

60.0%

60 responses

Passives

30.0%

30 responses

Detractors

10.0%

10 responses

Response segment breakdown

Total responses100
  • Promoters60.0%60.0%
  • Passives30.0%30.0%
  • Detractors10.0%10.0%

How Net Promoter Score is calculated

NPS subtracts the detractor share from the promoter share. Passives do not enter the formula.

  1. Total survey responses

    60 promoters + 30 passives + 10 detractors = 100 total responses.

  2. Convert counts to segment percentages

    %Segment=Segment CountTotal Responses×100\% \text{Segment} = \frac{\text{Segment Count}}{\text{Total Responses}} \times 100

    Promoters: 60.00%, Passives: 30.00%, Detractors: 10.00%.

  3. Calculate Net Promoter Score

    NPS=%Promoters−%Detractors\text{NPS} = \% \text{Promoters} - \% \text{Detractors}

    60.00% - 10.00% = 50.0. Passives are excluded from the NPS formula.

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What is Net Promoter Score?

Net Promoter Score (NPS) is a customer loyalty metric based on one question: how likely are you to recommend this company to a friend or colleague? Respondents are grouped into promoters (9-10), passives (7-8), and detractors (0-6). The score ranges from -100 to +100.

NPS complements retention metrics such as the churn rate calculator. Churn tracks who leaves, while NPS captures willingness to recommend, which often predicts future growth and word-of-mouth referrals.

NPS formula

NPS=%Promoters−%Detractors\text{NPS} = \% \text{Promoters} - \% \text{Detractors}

Passives are counted in the total response base but excluded from the NPS calculation. You first convert each segment to a percentage of total responses, then subtract the detractor share from the promoter share.

Worked example

From 100 survey responses, 60 are promoters, 30 are passives, and 10 are detractors. Promoters represent 60% and detractors 10%. NPS equals 60% - 10%, or 50. Passives do not affect the score.

How to interpret NPS

  • Below 0: More detractors than promoters. Customer experience needs improvement.
  • 0 to 30: Solid but room to grow promoter share.
  • 30 to 70: Strong loyalty and referral potential.
  • Above 70: Exceptional, often seen at category-leading brands.

Counts vs. percentages

Use response counts when you have raw survey data. Use percentage mode when you already know segment shares. If percentages do not sum to exactly 100%, this calculator normalizes them proportionally before computing NPS.

Frequently asked questions

Why are passives excluded from NPS?
Passives are satisfied but not enthusiastic. The NPS framework treats them as neutral because they are unlikely to actively promote or actively discourage others.
What is a good NPS score?
Benchmarks vary by industry. Scores above 0 are generally positive, above 30 are strong, and above 70 are exceptional. Compare your score to prior periods and direct competitors rather than a single universal target.
How many responses do I need?
Larger samples reduce noise. Many teams track NPS monthly with at least several hundred responses, but even smaller samples can reveal directional trends when tracked consistently.
Can NPS be above 100?
No. The maximum NPS is 100 when every respondent is a promoter and zero are detractors. The minimum is -100 when every respondent is a detractor.
How often should I measure NPS?
Quarterly or monthly cadences are common for SaaS and subscription businesses. Transactional NPS can be measured after specific interactions such as support tickets or purchases.

Resources and references

The formulas and methods in this calculator were checked against these independent sources.