NPS Calculator
Work out your Net Promoter Score from counts or a list of 0 to 10 scores. See the formula and what the number means.
Example: 104 promoters, 60 passives, 36 detractors
34Net Promoter Score
30 to 69Promoters clearly outnumber detractors.
NPS = 52% promoters − 18% detractors = 34
- Promoters (9–10) 104 52%
- Passives (7–8) 60 30%
- Detractors (0–6) 36 18%
To reach 70, you would need about 240 more promoters, with no new detractors.
How it works
- Ask people: "How likely are you to recommend us to a friend?" on a scale from 0 to 10.
- Group the answers. 9 and 10 are promoters, 7 and 8 are passives, and 0 to 6 are detractors.
- Enter the three counts, or paste the raw scores and let the calculator group them.
- NPS is the percent of promoters minus the percent of detractors. It runs from −100 to 100.
Worked example: 200 answers
Say 200 people answer your survey. 104 give a 9 or 10, 60 give a 7 or 8, and 36 give 0 to 6.
Promoters are 104 ÷ 200 = 52%. Detractors are 36 ÷ 200 = 18%. The 60 passives count toward the 200, but not toward the score.
NPS = 52 − 18 = 34. That falls in the 30 to 69 band, where promoters clearly outnumber detractors.
NPS = (promoters ÷ total × 100) − (detractors ÷ total × 100)
Questions people ask
How do you calculate NPS?
Ask people how likely they are to recommend you, on a scale from 0 to 10. Scores of 9 or 10 are promoters, 7 or 8 are passives, and 0 to 6 are detractors. NPS is the percent of promoters minus the percent of detractors.
What is a good NPS?
It depends on your field, your customers and how you ask. Any score above 0 means you have more promoters than detractors. The most useful thing to compare against is your own score over time.
Why don't passives count?
They do count toward the total number of answers, so they pull both percents down. They just don't add to or take away from the score directly.
Can NPS be negative?
Yes. NPS runs from −100, when everyone is a detractor, to 100, when everyone is a promoter. A negative score means detractors outnumber promoters.
How many answers do I need?
More is better. With only a few answers, one person can swing the score a lot. Look at the trend across several surveys, and read the comments people leave. They tell you why.
Find out why people score you the way they do
Send survey comments to Synthiya. It groups them into themes, so you know what turns passives into promoters.