NPS calculator
Work out your Net Promoter Score from counts or from raw 0 to 10 answers. It shows the subtraction that produces the number, not just the number, because the part people get wrong is what happens to the passives.
Enter your responses above and the score appears here, with the arithmetic behind it.
Running the survey that produces this? SurveyService scores NPS for you as the answers arrive, and writes up what the responses actually say. See how it works →
How the score is calculated
Every answer to the standard question, "how likely are you to recommend us to a friend or colleague", falls into one of three groups. Promoters score 9 or 10. Passives score 7 or 8. Detractors score anything from 0 to 6.
The score is the promoter share minus the detractor share, expressed as a whole number from -100 to +100. A hundred responses split 40 promoters, 30 passives and 30 detractors gives 40% minus 30%, so an NPS of 10. The thirty passives are in the denominator of both percentages but contribute to neither side of the subtraction, which is why they drag a score toward zero rather than lifting it.
The 0 to 6 detractor band being so wide is deliberate and often surprises people: a 6 out of 10, which reads as mildly positive, counts against you exactly as much as a 0.
Frequently asked questions
How is NPS calculated?
Subtract the percentage of detractors (scores 0 to 6) from the percentage of promoters (scores 9 to 10). Passives, who score 7 or 8, count toward the total number of responses but not toward the score itself. The result runs from -100 to +100 and is written as a whole number, not a percentage.
Why do passives not count toward the score?
Because NPS is deliberately a measure of advocacy rather than satisfaction. Someone scoring 7 or 8 is content but not recommending you, so they neither help nor hurt. It is also why a survey full of 7s and 8s lands near zero rather than high, which surprises people the first time they see it.
What is a good NPS score?
Anything above zero means you have more promoters than detractors. Beyond that it depends heavily on your industry and how you collect responses, so comparing your score with a published benchmark from a different sector or survey method tells you very little. Comparing your own score with your own previous one tells you a great deal.
How many responses do I need for a reliable NPS?
Enough that a handful of answers cannot swing the number. NPS is a difference between two percentages, so it moves more per response than an average does. Our sample size calculator gives a target for your population, and around 100 responses is a reasonable floor for watching a trend.
More on this: NPS vs CSAT, and when each one is the right question. Planning a survey? Try the sample size calculator.