NPS Calculator
Calculate Net Promoter Score from promoter, detractor, and total response counts to measure customer loyalty on a −100 to 100 scale.
Enter total respondents, promoters (9–10), passives (7–8), and detractors (0–6) to compute promoter rate, detractor rate, and NPS.
About Net Promoter Score
Net Promoter Score (NPS) summarizes how likely customers are to recommend a product or company. Respondents rate likelihood from 0 to 10. Scores of 9–10 are promoters, 7–8 are passives, and 0–6 are detractors. The NPS calculator computes the promoter rate, the detractor rate, and NPS as promoters minus detractors, divided by total respondents, times 100. Passives sit in the denominator when they are included in the respondent total, but they do not appear in the numerator. The usual range is −100 to 100. With 200 respondents, 120 promoters, and 30 detractors, the promoter rate is 60 percent, the detractor rate is 15 percent, and NPS is 45. That is the same as 60 minus 15. If you change only the respondent total to 100 while leaving 120 promoters, the arithmetic still runs and NPS becomes 90, but the counts no longer add up. Always keep promoters + passives + detractors equal to total respondents so the score is a true survey result rather than a mixed input set. NPS is a loyalty indicator, not a profit ratio and not a statistically complete satisfaction model. Sample size, survey timing, channel mix, and whether critics are more likely to answer all move the number. A 45 in one industry can be strong and in another merely average. Compare your own trend line and close-the-loop comments before chasing a peer headline. Passives are not “neutral noise”: they are customers who did not commit to recommending you, and they often switch when a competitor is convenient. Use the NPS calculator after you have classified responses with the standard 0–10 buckets. Do not average the raw 0–10 scores and call that NPS. Do not mix employees and customers in one total unless that is the population you intend to measure. The score is a planning metric for product and support teams. It is not a financial statement line and not a regulated disclosure.
NPS Calculator Examples
NPS equals (promoters − detractors) divided by total respondents, times 100.
| Input | Output | Notes |
|---|---|---|
| 200 respondents; 120 promoters; 50 passives; 30 detractors | Promoter rate 60.00%; detractor rate 15.00%; NPS 45.00 | Counts add to 200, so the score is a clean survey result. |
| 100 respondents; 60 promoters; 25 passives; 15 detractors | NPS 45.00 | The same 45 score on a smaller but internally consistent sample. |
| 200 respondents; 80 promoters; 80 passives; 40 detractors | Promoter rate 40.00%; detractor rate 20.00%; NPS 20.00 | Fewer promoters and more detractors cut NPS by 25 points versus the base case. |
How to Calculate Net Promoter Score
- Classify each 0–10 response as promoter (9–10), passive (7–8), or detractor (0–6).
- Enter totals that add up: promoters + passives + detractors = respondents.
- Select Calculate to see promoter rate, detractor rate, and NPS.
- Read comments from detractors and passives instead of managing the score in isolation.
NPS Calculator FAQ
How is NPS calculated?
NPS is (promoters minus detractors) divided by total respondents, times 100. It is equivalent to the promoter percentage minus the detractor percentage when those percentages use the same respondent total.
Do passives affect NPS?
Yes, if they are included in total respondents. They increase the denominator without changing the numerator, so more passives lower NPS relative to a base of only promoters and detractors.
What is a good NPS?
There is no universal cutoff. Compare your own trend and a relevant industry sample. A score of 45 can be strong in one category and ordinary in another.
Is NPS a percentage?
It is reported as a number from −100 to 100, even though it is built from percentages. The calculator shows promoter and detractor rates with percent signs and NPS as a score.
Why must the counts add to total respondents?
NPS is a survey statistic. If promoters, passives, and detractors do not sum to the respondent total, the denominator no longer matches the classified sample.