Count the responses
Add up the number of responses provided for each score.Calculate your NPS
Subtract the percentage of Detractors from the percentage of Promoters. Start overNet Promoter Score (NPS) = % of Promoters − % of Detractors. Enter the number of responses received for each score from 0 to 10. The calculator automatically groups respondents into promoters, passives, and detractors and calculates a score between −100 and +100.
NPS helps you measure customers’ willingness to recommend a company, product, or service. It is most useful when you track the score consistently over time and compare results from similar customer groups, survey channels, and stages of the customer journey.
What Is Net Promoter Score?
Net Promoter Score is a customer loyalty metric based on one standard survey question:
How likely are you to recommend our company, product, or service to a friend or colleague?
Customers answer on a scale from 0, meaning “not at all likely,” to 10, meaning “extremely likely.” Their responses are divided into three categories:
| Response score | NPS category | Effect on the calculation |
|---|---|---|
| 9–10 | Promoters | Included as positive responses |
| 7–8 | Passives | Included in the total number of responses but not added or subtracted |
| 0–6 | Detractors | Included as negative responses |
Promoters
Promoters give a score of 9 or 10. They are generally the customers most likely to remain loyal, recommend the company, leave positive reviews, or participate in referral and advocacy programs.
Passives
Passives give a score of 7 or 8. They count toward the total number of respondents but do not directly affect the final NPS. Their feedback is still important because it can reveal what prevents otherwise satisfied customers from becoming promoters.
Detractors
Detractors give a score from 0 to 6. Their percentage is subtracted from the percentage of promoters. Follow-up comments from detractors can help identify problems with a product, service, support process, onboarding flow, or another part of the customer experience.
What Is the NPS Formula?
The standard Net Promoter Score formula is:
NPS = (Promoters ÷ Total responses × 100) − (Detractors ÷ Total responses × 100)
The same formula can be written more simply as:
NPS = % of Promoters − % of Detractors
Passives are not subtracted or added, but they must remain in the total number of responses used to calculate both percentages.
NPS is conventionally reported as a number rather than a percentage. Although percentages are used in the formula, the final result should normally be written as “NPS 42,” not “NPS 42%.”
How to Calculate NPS
- Count all valid responses to the 0–10 recommendation question.
- Add the responses rated 9 or 10 to determine the number of promoters.
- Add the responses rated 7 or 8 to determine the number of passives.
- Add the responses rated from 0 to 6 to determine the number of detractors.
- Divide the number of promoters by the total number of responses and multiply by 100.
- Divide the number of detractors by the total number of responses and multiply by 100.
- Subtract the percentage of detractors from the percentage of promoters.
The free NPS calculator performs these steps automatically after you enter the number of responses received for each score.
NPS Calculation Example
Suppose a company receives 150 responses to its NPS survey:
| Category | Responses | Percentage |
|---|---|---|
| Promoters | 80 | 53.3% |
| Passives | 30 | 20.0% |
| Detractors | 40 | 26.7% |
| Total | 150 | 100% |
The calculation is:
53.3 − 26.7 = 26.6
The result can be reported as an NPS of 27 when rounded to the nearest whole number. Passives do not appear in the subtraction, but their 30 responses remain part of the total used to calculate both percentages.
What Is a Good NPS Score?
A higher NPS means the survey contains a larger proportion of promoters relative to detractors. However, there is no universal score that is equally good for every company.
Industry, customer expectations, geography, survey timing, customer segment, and collection channel can all influence the result. For that reason, an organization’s historical trend is often more useful than a broad benchmark.
| NPS range | General interpretation | Recommended next step |
|---|---|---|
| Below 0 | Detractors outnumber promoters | Identify recurring causes of dissatisfaction and prioritize the most damaging issues |
| 0–30 | Positive, with substantial room for improvement | Analyze results by customer segment and review follow-up comments |
| 31–50 | Generally strong customer advocacy | Compare the score with historical results and relevant industry data |
| 51–70 | Very strong customer advocacy | Protect the experiences that create promoters and monitor consistency |
| Above 70 | Exceptional result in many contexts | Verify sample quality and continue tracking the score over time |
These ranges are general reference points, not universal industry benchmarks. Compare results only when the survey question, audience, timing, and collection method are reasonably consistent.
How to Interpret Your NPS Result
A single score provides a useful summary, but it does not explain why customers selected their ratings. For a more complete picture, analyze the final score together with:
- the percentages of promoters, passives, and detractors;
- written responses to a follow-up question;
- the total sample size;
- changes compared with previous survey periods;
- results by product, plan, location, or customer segment;
- the point in the customer journey when the survey was sent;
- the survey channel, such as email, website, app, or support ticket.
Two businesses can have the same NPS but very different response distributions. For example, a company with many promoters and many detractors may require a different strategy from a company whose customers are mostly passive.
Transactional NPS vs. Relational NPS
| NPS type | What it measures | When it is collected |
|---|---|---|
| Transactional NPS | Loyalty following a specific interaction or event | After a purchase, delivery, support case, onboarding step, or another customer touchpoint |
| Relational NPS | The customer’s overall relationship with the company or brand | At regular intervals, independently of a single transaction |
Transactional and relational scores should not be combined without context. They measure different experiences and may use different audiences, timing, and collection methods.
NPS vs. CSAT vs. CES
NPS is one of several customer experience metrics. The right metric depends on what you want to understand.
| Metric | What it measures | Typical use |
|---|---|---|
| NPS | Customer loyalty and willingness to recommend | Monitoring relationships and long-term trends |
| CSAT | Satisfaction with a product, service, or interaction | Evaluating a specific experience |
| CES | The effort required to complete an action | Evaluating support, onboarding, checkout, and other processes |
NPS does not need to replace other customer experience metrics. Many organizations use NPS to monitor customer loyalty and use CSAT or CES to investigate specific interactions.
Common NPS Calculation Mistakes
Removing passives from the total
Passives do not directly increase or decrease NPS, but they must be included in the total number of responses. Removing them from the denominator produces an incorrect result.
Treating NPS as a percentage
The formula uses percentages, but the result is a score between −100 and +100. Report it as a number, not as a percentage.
Using inconsistent rounding
Choose one rounding method and apply it consistently. NPS is commonly reported as the nearest whole number, while the underlying percentages may be retained to one decimal place.
Comparing different survey methods
A survey sent after a successful purchase may produce different results from a survey sent after a support interaction. Comparisons are most reliable when the audience, question, timing, and channel remain consistent.
Ignoring sample size
A small number of responses can produce a highly volatile score. Record the total sample size and avoid treating small changes as meaningful without considering uncertainty.
Looking only at the final number
NPS identifies the balance between promoters and detractors but does not explain the reasons behind their answers. Use a short follow-up question, such as “What is the main reason for your score?”
How to Use NPS Results
- Review detractor feedback: identify recurring problems and assign responsibility for resolving them.
- Study passive responses: find the changes that could turn generally satisfied customers into promoters.
- Learn from promoters: determine which product features, services, or experiences create strong loyalty.
- Segment the results: compare relevant customer groups instead of relying only on an overall average.
- Track the trend: use consistent survey methods to determine whether customer loyalty is improving.
- Combine quantitative and qualitative data: analyze the score together with written feedback and behavioral data.
NPS Calculator FAQ
How is NPS calculated?
Divide the number of promoters by the total number of responses and multiply by 100. Do the same for detractors, then subtract the detractor percentage from the promoter percentage. The formula is NPS = percentage of promoters minus percentage of detractors.
Is NPS a percentage?
No. Percentages are used to calculate NPS, but the final result is reported as a number between −100 and +100.
Can an NPS score be negative?
Yes. A negative NPS means the percentage of detractors is higher than the percentage of promoters. The lowest possible score is −100.
Are passives included in the NPS calculation?
Passives are included in the total number of responses but are not added or subtracted in the final formula. Excluding them from the total would produce an incorrect score.
Should NPS be rounded?
NPS is commonly reported as the nearest whole number. Apply the same rounding method whenever you compare results from different survey periods.
What is a good NPS score?
A positive score means promoters outnumber detractors, but a good result depends on the industry, audience, geography, and survey methodology. Compare the score with consistent historical data and reliable benchmarks for the relevant market.
How many responses are needed for a reliable NPS?
There is no universal minimum. The required sample depends on the population size, desired margin of error, confidence level, response distribution, and planned segmentation. Small samples should be interpreted cautiously. Use a sample size calculator when planning a survey.
How often should NPS be measured?
Relational NPS is usually measured at regular intervals, while transactional NPS is collected after a relevant customer event. Choose a cadence appropriate for the customer journey and avoid surveying the same people too frequently.
What is the difference between NPS and eNPS?
NPS measures customers’ willingness to recommend a company, product, or service. Employee Net Promoter Score, or eNPS, uses a similar method to evaluate employees’ willingness to recommend their workplace.
What is the most common NPS calculation error?
One of the most common errors is removing passives from the total number of responses. Passives do not directly affect the subtraction, but they remain part of the denominator.
Can two companies have the same NPS but different results?
Yes. The same NPS can come from different combinations of promoters, passives, and detractors. Review the complete response distribution rather than relying only on the final score.
Why should an NPS survey include a follow-up question?
The numerical score shows the balance between promoters and detractors but does not explain the reasons behind it. A short open-ended question provides qualitative feedback that can identify specific strengths and problems.