Net Promoter Score (NPS) calculator
Type how many promoters, passives and detractors you have, or paste the raw 0–10 answers straight from your survey export. The score updates as you type, and nothing leaves your browser.
Net Promoter Score
+45
- Promoters (9–10)
- 60 · 60%
- Passives (7–8)
- 25 · 25%
- Detractors (0–6)
- 15 · 15%
- Responses
- 100
Scores run from −100 (everyone a detractor) to +100 (everyone a promoter).
Watch how it works
Work out your Net Promoter Score from counts or pasted survey answers.
1:23 · narrated, with on-screen captions
How it's calculated
NPS = % of promoters − % of detractors
Promoters score 9–10 · passives 7–8 · detractors 0–6
With the example numbers there are 100 responses: 60 promoters (60%), 25 passives (25%) and 15 detractors (15%). 60 − 15 = +45. Passives are not added or subtracted, but they count in the total, so they pull both percentages down.
The score groups and the formula are the ones published by Bain & Company, which created the Net Promoter System: Measuring your Net Promoter Score.
How to read your score
NPS is a whole number from −100 to +100, not a percentage. Anything above zero means you have more promoters than detractors; below zero means the opposite.
The most useful comparison is with yourself. Ask the same question the same way every time, and watch whether the score rises or falls from one quarter to the next.
Small samples swing a lot. With 20 responses, a single customer moving from detractor to promoter changes the score by 10 points, so wait for a reasonable number of answers before reading much into a change.
Running the survey
The standard question is “How likely are you to recommend us to a friend or colleague?”, answered on a 0–10 scale. Add one open question after it, such as “What's the main reason for your score?”, because the reasons are what you act on.
Send it soon after the job is done, while the experience is fresh, and send it to every customer rather than only the ones you expect to be happy.
Net Promoter®, NPS® and Net Promoter System® are registered trademarks, and Net Promoter Score℠ a service mark, of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld.
Common questions
How is NPS calculated?
Ask customers how likely they are to recommend you on a 0–10 scale. The percentage who answer 9 or 10 (promoters) minus the percentage who answer 0 to 6 (detractors) is your Net Promoter Score.
Is NPS a percentage?
No. It is the difference between two percentages, written as a number from −100 to +100. A score of 45 is written as +45, not 45%.
Why don't passives count?
They do count in the total number of responses, which lowers both the promoter and detractor percentages. They are just not added or subtracted on their own.
Can I calculate NPS from a 1–5 scale?
Not exactly. NPS is defined on the 0–10 scale, and any conversion from a five-point survey is an approximation, so this calculator only takes 0–10 answers.
How many responses do I need?
There is no fixed number, but small samples swing. With 20 responses, one customer moving from detractor to promoter changes the score by 10 points; with 200 responses, the same change moves it by 1 point.
Are my scores sent anywhere?
No. The scores you type or paste are counted in your browser and never leave it. Your last entry is kept in this browser for next time, and Reset clears it.
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