NPS calculator

Net Promoter Score (NPS) = % Promoters (9–10) − % Detractors (0–6); range −100 to +100. Use the calculator to enter response counts for scores 0–10 and get your NPS instantly. You can also use this net promoter score calculator to compare customer satisfaction trends between product updates or regions.

You want fast reality, not theory. This NPS calculator gives a clean score from 0–10 responses and shows the split by promoters, passives, detractors. Use the calculator when you launch, ship a feature, close a support case, or run a quarterly check-in. It fits growth, product, CX, and support.

Use cases:

• Shopify app launch — one-question survey, instant score.
• Zendesk follow-up — quick survey, tighter loop.
• Plerdy experiment — in-app survey, calculator tracks changes.

NPS stays simple; your actions get smarter.

What NPS Is

One-Sentence Definition

NPS tells you, in one fast number, how customers feel after a survey you send across key touchpoints; you use the calculator to turn raw 0–10 ratings into a clear score, so growth, product, CX, and support can act.

The Exact Formula

NPS = % Promoters (9–10) − % Detractors (0–6). Passives (7–8) stay out of the math. The score runs from −100 to +100. For simplicity, a NPS formula calculator automates this step so you only enter your survey data once. With a simple calculator or spreadsheet, enter survey counts by rating, compute each percentage, subtract, and you get a clean score. Report it by team or segment.

How To Calculate NPS (Manual & With Calculator)

Manual Steps

You want the math clean. You have a survey with 0–10 answers. Now turn it into a real NPS score without drama.

1. Put all survey responses in one table (Google Sheets or Excel). Count how many for each score 0–10.
2. Group: promoters = 9–10, passives = 7–8, detractors = 0–6. Total respondents = n.
3. Percentages: promoters% = promoters ÷ n × 100; detractors% = detractors ÷ n × 100. Keep one decimal for reporting.
4. NPS = promoters% − detractors%. Save the score by cohort and date (Shopify app users, Zendesk tickets), so your next survey shows the shift.

If you want faster math, run an NPS calculation inside your CRM or spreadsheet to validate survey results before reporting.

Using The Calculator

When speed matters, open the calculator and enter counts for scores 0–10. The calculator auto-groups to promoters, passives, detractors, then shows NPS plus each group share. You also see total survey size and a clean score for your dashboard. Quick example: promoters 62% and detractors 14% → NPS score 48. This NPS calculator free tool is designed for startups and SaaS teams that need quick clarity without complex dashboards. With the NPS survey calculator, you instantly visualize promoter, passive, and detractor ratios for each campaign. Export the result to CSV or paste to HubSpot. Run the calculator after each sprint so the survey trend stays honest.

Inputs & Grouping (Promoters, Passives, Detractors)

• 9–10: promoters; lift NPS score.
• 7–8: passives; exclude from score.
• 0–6: detractors; reduce NPS score.

A net promoter calculator like Plerdy’s helps segment responses automatically and reduces manual spreadsheet work.

Promoters (9–10)

You want more of this crew. In NPS work they show strong loyalty and share your product with friends. After a survey, the calculator groups 9–10 here and feeds a higher score. Good for reviews, referrals, HubSpot programs.

Passives (7–8)

Passives sit in the middle. The calculator tags 7–8 from the survey, and they do not move the score. Watch pricing or UX and push small upgrades; many convert to promoters with simple education or quick support wins.

Detractors (0–6)

Detractors push NPS down fast. The survey exposes pain; the calculator groups 0–6 and you see the score drop. Triage now: Zendesk ticket rules, owner assigned, 24-hour callback, and a short plan that fixes the root cause.

Worked Example (From Raw Counts To NPS)

Sample Data

You run a short NPS survey right after a Shopify feature release. Clean, simple. Total responses = 150. From the survey you count: 80 promoters, 30 passives, 40 detractors. You drop these numbers into the calculator to keep the math honest. Goal is one clear score you can report to product and support without a long debate. If you prefer automation, try the nps score calculator that processes raw data and rounds results to a single decimal.

Calculation

You can also rely on an NPS calculator online to make these calculations instantly without building formulas in Excel.

1. Promoters% = 80 ÷ 150 × 100 = 53.3% (one decimal).
2. Detractors% = 40 ÷ 150 × 100 = 26.7% (one decimal).
3. NPS = 53.3 − 26.7 = 26.6 → NPS score = 27 (rounded to nearest whole).

Passives (7–8) stay out of the score, but the calculator still shows their share so you see the full survey picture. Drop the result into HubSpot or Zendesk dashboard. If tomorrow the survey shifts to promoters 58% and detractors 20%, the calculator updates the score to 38—fast and drama-free.

What Is A Good NPS? Benchmarks & Context

Relative vs. Absolute

You judge NPS in two ways. First, your own history. If the score goes from 22 to 31 quarter to quarter, the program works. If it drops to 12 after a release, time to fix. Second, compare to peers in your space and price tier. A SaaS tool on Shopify has a different ceiling than a hospital or a telecom. Use the same survey method each time and the same calculator rules, so the score trend is clean. For teams in HubSpot or Zendesk, set a monthly target and show the survey delta in the dashboard.

Interpreting Your Range

You can use a free NPS calculator to benchmark your score against global industry standards. Use these ranges as simple signals, not hard rules. Keep the calculator, the survey wording, and the score cadence stable when you track change.

• <0 — more detractors than promoters; urgent work on CX.
• 0–30 — early traction; improve onboarding and support touchpoints.
• 30–50 — strong; double down on referral and review programs.
• 50+ — rare air; protect service speed and product quality.

Run a short survey after major releases; even a 5–10% swing tells a story.

Survey Types: Transactional (tNPS) vs. Relational (rNPS)

Transactional NPS

You run a survey right after a moment of truth, then the calculator turns raw answers into a fresh NPS score. It’s surgical: one event, one pulse, clear story. Use short copy and send within 24 hours. Tools: Shopify, Stripe, Zendesk, Intercom. Trend matters; even a 5–10% swing says something broke or improved fast.

• Purchase confirmation — one-question survey, instant score.
• Ticket closed in Zendesk — feedback survey, push score to dashboard.
• Onboarding step finished — in-app survey, calculator shows score per cohort.
• Subscription cancel flow — exit survey, tag reason codes.

Relational NPS

This survey checks overall sentiment across the relationship, not a single touch. Run quarterly or twice per year, same wording and same calculator rules, so the score trend is clean. Segment by plan, region, and channel. Show NPS score next to product adoption. HubSpot or Looker can pull the survey data, while Plerdy funnels insights for UX fixes.

From Score To Action (Close The Loop)

1. Collect NPS survey data.
2. Analyze NPS themes and patterns.
3. Act on the NPS findings.
4. Re-measure results with the NPS calculator.

Teams often calculate NPS score every sprint to measure how user sentiment changes after new releases.

Promoters — Amplify

When NPS shows a strong score, don’t waste the momentum. After each NPS survey, tag promoters (9–10) and send a friendly ask: review on G2, mention on Shopify App Store, or share a case study. Keep it quick — two clicks, done. In our NPS tests, around 10–20% of promoters take action when the offer is clear. Track everything in HubSpot so the NPS calculator connects source, score, and next survey impact. The stronger your promoters, the more stable your NPS trend stays.

Passives — Nudge

Passives show 7–8 in NPS and usually sit on the fence. Your job is to push gently. Send a one-page tutorial, mini checklist, or short guide that helps them finish what they started. Even a 3–5% lift in engagement can shift your NPS upward in the next survey. Fix small UX issues, then confirm the change through a new NPS survey and run the calculator again to check improvement by cohort. Passives are the easiest to turn into promoters—just a bit of care and clarity.

Detractors — Rescue

Detractors (0–6) can crush your NPS if ignored. Act fast. Open a Zendesk ticket, tag the problem in Jira, and assign ownership. Promise response in 24 hours. Then—close the loop: one real human message, one clear fix. Target a 30% reduction in repeat issues within that NPS segment. Run another NPS survey after the fix and feed data into the calculator. If the score climbs back, you know your action worked. NPS is not only a number; it’s a story you can rewrite each cycle.

Common Pitfalls & Edge Cases

• One loud channel dominates your NPS survey and bends the NPS score.
• Too few NPS responses; the score jumps wild between surveys.
• Passives ignored; no plan to move them to promoters and grow overall NPS.
• Calculator rules change mid-quarter; NPS trend breaks and reporting goes messy.

Biased Sampling

When your NPS survey goes only to power users on Intercom or after support tickets in Zendesk, the NPS score becomes biased. To balance such bias, include multiple channels and run results through an NPS calc to normalize averages. Spread NPS surveys across different channels, times, and user types. Run the same NPS question every wave, and keep calculator inputs consistent. Then compare cohorts: web NPS, mobile NPS, support NPS. Only this way the NPS data tells a full story, not a half-truth.

Small-N Volatility

A small NPS sample makes chaos. One detractor can flip the NPS score fast and scare the dashboard. To fix it, expand your NPS survey reach, limit frequency, and set a minimum number of responses before sharing results. Add a small confidence band in the calculator output to show uncertainty when NPS data is thin. More data = more stable NPS.

Misreading Passives

Passives give 7–8 in NPS and look quiet, but they hide growth potential. They don’t hurt the NPS score, yet can raise it fast if treated right. Send short education, new feature notice, or UX tips through HubSpot or Shopify. Convert 15–25% of this NPS group into promoters each survey cycle. One more success story, one stronger NPS trend.

Running An NPS Program (Cadence, Channels, Governance)

Cadence & Cohorts

Run rNPS every quarter; keep the same survey, so the score trend stays clean. tNPS fires after key touchpoints: purchase, onboarding step, ticket solved. Avoid fatigue: cap to 1 survey per person per 30 days, sample 10–20% of traffic, and rotate cohorts by plan or region. Push results to the calculator after each wave. Automating your workflow with a net promoter score calculator online ensures consistent tracking across campaigns. Small joke, big truth: no spam storm — your NPS will punish you faster than coffee runs out.

Channels & Delivery

Use email, in-app, and SMS. Keep the survey invite under 20 words, send tNPS within 24 hours, and track with UTM tags. Tools: Intercom, Zendesk, HubSpot, Mailchimp. Aim for 20–40% response rate; one reminder only. Map channel to context: in-app for product moments, email for account events. Feed counts 0–10 into the calculator, then publish the score by cohort. Clean data in, honest NPS out.

Ownership & Reporting

Set clear owners so the calculator output turns into action, not a pretty score stuck in slides.

1. Roles — CX triages survey comments; Product turns NPS themes into backlog; Marketing runs referral ops.
2. SLA — first reply to detractors in 24 hours; fixes logged; next survey checks the score delta.
3. Dashboard KPIs — NPS by cohort, response rate, top reasons; all tied to the calculator so trend is real.

Conclusion

Hit the button, get the number, move. The NPS calculator turns messy survey answers into a clean score in seconds. Then you act. If NPS jumps 5–10%, ship the win; if the score drops, fix it in 24 hours and run another survey. Keep the calculator steady, same question, same cohorts. Push results into Plerdy, HubSpot, or Zendesk; make NPS a habit, not a ceremony. Your score is the headline, your survey comments are the plot. With the calculator NPS feature integrated in Plerdy, you skip manual formulas and get ready-to-use reports. Compute fast → act faster. Next sprint, same calculator, new NPS, better score.

FAQ — NPS Calculator

How do I use the NPS calculator?

Enter the number of survey responses for each score from 0 to 10. The calculator groups 9–10 as promoters, 7–8 as passives, and 0–6 as detractors. It then outputs your NPS score and each group share so you can segment by cohort or channel.

What is the exact NPS formula?

NPS = percentage of promoters (9–10) minus percentage of detractors (0–6). Passives (7–8) are excluded from the calculation. The final score ranges from −100 to +100 and should be rounded to the nearest whole number for reporting consistency.

How many survey responses are enough for a stable score?

More responses create a steadier NPS. As a practical minimum, target at least 100 total responses per cohort before publishing a score. With smaller samples, a few answers can swing the NPS sharply, so annotate results with caution.

Are passives included in the NPS score?

Passives count toward total survey responses but do not add or subtract in the NPS formula. Track their share because small education or UX fixes often convert passives into promoters and lift the next score.

How often should I run the survey and compare scores?

For relational NPS, run quarterly using the same wording and calculator rules. For transactional NPS, send within 24 hours after a key event. Always compare the score by cohort and time period to see trend, not just one snapshot.