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Net Promoter Score (NPS) Calculator

Marketing

Calculate your Net Promoter Score instantly from survey responses. Enter promoters, passives, and detractors to get your NPS and promoter/detractor breakdown.

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Net Promoter Score

35
Promoter Percentage
55.00%
Detractor Percentage
20.00%

This calculator computes your Net Promoter Score, Promoter Percentage, Detractor Percentage from the values you enter.

Inputs
Total RespondentsPromoters (Score 9–10)Detractors (Score 0–6)
Outputs
Net Promoter ScorePromoter PercentageDetractor Percentage

What is a NPS?

A Net Promoter Score Calculator converts raw survey responses into the single loyalty metric used across nearly every major consumer and B2B company to track how customers feel about a product. NPS is built from one question — "how likely are you to recommend us?" — scored 0 to 10, and this calculator handles the classification and subtraction automatically once you enter your respondent counts.

Respondents are grouped into three buckets: Promoters (score 9–10), who are enthusiastic and likely to actively recommend you; Passives (score 7–8), who are satisfied but unenthusiastic; and Detractors (score 0–6), who are actively unhappy and likely to discourage others. NPS is simply the percentage of Promoters minus the percentage of Detractors, producing a score from −100 to +100.

NPS became the standard loyalty metric because it's simple to collect, easy to benchmark across companies and industries, and correlates reasonably well with growth and retention outcomes across many studies. It doesn't replace deeper loyalty analysis like tracking your Customer Retention Rate directly, but it gives teams a fast, comparable pulse-check they can track over time and across customer segments.

How to use this NPS calculator

  1. Enter your Total Respondents — the full count of people who completed the survey.
  2. Enter your Promoters count — respondents who scored 9 or 10 on the recommendation question.
  3. Enter your Detractors count — respondents who scored 0 through 6.
  4. Read the Net Promoter Score result — your headline loyalty metric for this survey wave.
  5. Check Promoter Percentage and Detractor Percentage to understand the composition behind the score, not just the net number.
  6. Re-run the calculation each survey cycle and track the trend rather than relying on a single measurement.

Formula & Methodology

Promoter % = Promoters ÷ Total Respondents × 100

Detractor % = Detractors ÷ Total Respondents × 100

Net Promoter Score = Promoter % − Detractor %

Worked example: 200 total respondents, 110 promoters, 40 detractors (the remaining 50 are passives):

Promoter % = 110 ÷ 200 × 100 = 55%

Detractor % = 40 ÷ 200 × 100 = 20%

NPS = 55 − 20 = 35

An NPS of 35 falls in the "good" range, indicating more than twice as many promoters as detractors among respondents.

Frequently Asked Questions

Net Promoter Score is a customer loyalty metric based on a single survey question: 'How likely are you to recommend us to a friend or colleague?' on a 0–10 scale. Respondents scoring 9–10 are Promoters, 7–8 are Passives, and 0–6 are Detractors, and NPS is calculated as the percentage of Promoters minus the percentage of Detractors, producing a score between −100 and +100.
NPS = (Number of Promoters ÷ Total Respondents × 100) − (Number of Detractors ÷ Total Respondents × 100). Passives are counted in the total respondent base but don't appear directly in the subtraction — they simply aren't Promoters or Detractors. For example, out of 200 respondents with 110 promoters and 40 detractors, NPS = 55% − 20% = 35.
Any NPS score above 0 means you have more promoters than detractors, which is considered acceptable. Scores above 30 are generally considered good, above 50 is excellent, and above 70 is considered world-class — though benchmarks vary significantly by industry, with software and consumer brands often reporting higher average NPS than telecom or airline industries.
NPS measures long-term loyalty and likelihood to recommend, typically surveyed periodically (quarterly or after key milestones), while CSAT measures satisfaction with a specific interaction or transaction, usually surveyed immediately after that interaction. A customer can be satisfied with a single support ticket (high CSAT) while still being unlikely to recommend the company overall (low NPS) if they've had negative experiences elsewhere in their journey.
Passives (scores of 7–8) are considered lukewarm — satisfied but not enthusiastic enough to actively recommend, and also not upset enough to actively detract. Excluding them from the subtraction reflects the idea that NPS measures active advocacy versus active criticism, rather than general satisfaction, which is why a large passive segment can mask underlying loyalty problems even when NPS looks reasonable.
Yes — if detractors outnumber promoters, NPS will be a negative number, down to a theoretical minimum of −100 if every respondent is a detractor. A negative NPS is a strong signal that more customers are actively warning others away from your product than recommending it, and should trigger investigation into root causes rather than being dismissed as noise.
Most companies run NPS surveys quarterly or after key lifecycle moments (onboarding completion, renewal, support resolution) rather than continuously, since over-surveying causes response fatigue and declining response rates. Tracking the trend over multiple survey cycles matters more than any single measurement, since a single NPS snapshot can be skewed by a small or unrepresentative sample.
Enter your Total Respondents, then break that number down into Promoters (scored 9–10) and Detractors (scored 0–6) — the remainder is automatically treated as Passives. The calculator instantly returns your NPS, Promoter Percentage, and Detractor Percentage.
Higher NPS correlates with lower churn and higher customer lifetime value in most subscription businesses, since promoters are statistically more likely to renew, upgrade, and refer new customers at lower acquisition cost. Pair your NPS trend with the [Customer Retention Rate Calculator](/customer-retention-rate-calculator/) and [CLV Calculator](/clv-calculator/) to see whether loyalty gains are actually translating into retained and expanded revenue.
There's no universal minimum, but most practitioners consider fewer than 30–50 responses too small to draw confident conclusions, since a handful of extreme scores can swing the percentage significantly. Larger customer bases should aim for response samples in the hundreds to reduce the margin of error and make quarter-over-quarter comparisons meaningful.
Generally yes, but it should be checked against response rate and sample composition — a rising NPS calculated from a shrinking, self-selected sample (only very happy or very unhappy customers bothering to respond) can be misleading. Cross-reference NPS trends with actual churn rate data to confirm the improvement reflects real customer sentiment rather than a survey sampling artifact.
Also known as
NPS calculatornet promoter score formulacustomer loyalty score calculatorpromoter detractor calculatorNPS survey calculator