Free NPS calculator
Enter your promoter, passive and detractor totals, or paste the raw 0–10 answers. Your Net Promoter Score updates as you type.
How NPS is calculated
Net Promoter Score comes from one question: “How likely are you to recommend us to a friend or colleague?”, answered on a 0–10 scale. Each answer puts the person in one of three groups:
- Promoters answered 9 or 10.
- Passives answered 7 or 8.
- Detractors answered 0 to 6.
Example: 200 customers answer. 110 are promoters, 50 are passives and 40 are detractors. Promoters are 110 ÷ 200 = 55%, detractors are 40 ÷ 200 = 20%. The NPS is 55 − 20 = +35.
The score ranges from −100 (everyone is a detractor) to +100 (everyone is a promoter). It is written as a plain number, not a percentage.
Three common mistakes
Averaging the scores
An average of 7.8 out of 10 is not an NPS. NPS only cares which group each answer falls into, so two surveys with the same average can have very different scores.
Dropping passives from the total
Passives are excluded from the subtraction, not from the denominator. Removing them inflates both percentages and makes the score look more extreme than it is.
Reading one small batch as the truth
A score from 15 responses can move 20 points next month without anything changing. Track it over time and per segment before drawing conclusions.
Frequently asked questions
How do you calculate NPS?
Group every 0–10 answer: 9–10 are promoters, 7–8 are passives, 0–6 are detractors. Divide promoters and detractors by the total number of responses (passives included) to get two percentages, then subtract the detractor percentage from the promoter percentage. The result is a number between −100 and +100.
Why don't passives count in NPS?
Passives are left out of the subtraction but stay in the total. That means a lot of passives pulls the score toward zero: they dilute both the promoter and the detractor share.
Is NPS a percentage?
No. It is the difference between two percentages, so it is reported as a plain number such as +35 or −10, not 35%.
What is a good NPS?
Anything above zero means you have more promoters than detractors. Beyond that, typical scores vary widely by industry, region and how the survey was sent, so comparing your own score month over month tells you more than comparing it with another company's.
How many responses do I need?
There is no hard minimum, but small samples swing a lot. With 20 responses, one person switching from detractor to promoter moves the score by 10 points. Look at the trend over several periods before acting on a single number.