NPS asks “How likely are you to recommend us to a friend or colleague?” Scores above 0 are good, above 50 excellent, though benchmarks vary widely by industry.
How to use the NPS Calculator
- Promoters (9–10)
- Passives (7–8)
- Detractors (0–6)
Results update as you type, and every field accepts the units shown in its menu.
How it works
Enter the number of promoters, passives and detractors.
Inputs explained
| Field | What to enter |
|---|---|
| Promoters (9–10) | A number |
| Passives (7–8) | A number |
| Detractors (0–6) | A number |
What each result means
- Total responses = [Promoters (9–10)] + [Passives (7–8)] + [Detractors (0–6)]
- Promoters = [Promoters (9–10)]÷[Total responses]×100
- Detractors = [Detractors (0–6)]÷[Total responses]×100
- Net Promoter Score = ([Promoters (9–10)] – [Detractors (0–6)])÷[Total responses]×100
Example values
How the main result changes when Promoters changes and everything else stays at the example values above:
| Promoters (9–10) | Net Promoter Score |
|---|---|
| 60 | 13 |
| 90 | 26 |
| 120 | 36 |
| 150 | 44 |
| 180 | 50 |
| 240 | 59 |
Formula
NPS = % promoters (scores 9–10) − % detractors (scores 0–6)
Passives (7–8) count in the total but not in the score
Range: −100 to +100
Worked example
Inputs: Promoters (9–10): 120; Passives (7–8): 60; Detractors (0–6): 40.
Results: Total responses = 220; Promoters = 54.55 %; Detractors = 18.18 %; Net Promoter Score = 36; Rating = Good (0–49).
Frequently asked questions
How is NPS calculated?
% promoters minus % detractors.
What is a good NPS?
Above 0 is good, above 50 excellent, above 70 world class.
Do passives affect NPS?
Only by increasing the total number of responses.