NPS Calculator
Enter the number of promoters, passives, and detractors from your customer survey to calculate Net Promoter Score (NPS) — a widely used measure of customer loyalty and satisfaction.
How the NPS formula works
The NPS formula:
NPS = (% Promoters − % Detractors)
Respondents scoring 9-10 are Promoters, 7-8 are Passives, and 0-6 are Detractors on the standard 0-10 NPS survey question.
Step-by-step calculation
- Calculate the percentage of respondents who are promoters (out of total respondents).
- Calculate the percentage who are detractors.
- Subtract the detractor percentage from the promoter percentage — passives don't factor directly into the formula.
Worked example
Out of 200 respondents: 120 promoters, 50 passives, 30 detractors. %Promoters = 60%, %Detractors = 15%. NPS = 60 − 15 = 45.
Frequently asked questions
What's a good NPS score?
NPS ranges from -100 to +100. Above 0 is generally considered positive, above 50 is often considered excellent, and above 70 is considered world-class — though what counts as 'good' varies meaningfully by industry.
Why don't passives count directly in the formula?
Passives are considered neutral — satisfied but not enthusiastic enough to actively promote, and not dissatisfied enough to detract — so the formula focuses on the gap between actively positive and actively negative respondents.