📊 Net Promoter Score (NPS) Calculator

Enter how many respondents fell into each 0-10 survey group — Promoters (9-10), Passives (7-8) and Detractors (0-6) — to calculate your NPS.

Promoters (scored 9-10)

Passives (scored 7-8)

Detractors (scored 0-6)

How the score is worked out

Everyone who answered is sorted into three buckets, then two of the three percentages are subtracted:

total       = promoters + passives + detractors
% promoters = promoters / total × 100
% detractors = detractors / total × 100
NPS         = % promoters - % detractors

The defaults are 60 promoters, 25 passives and 15 detractors. That is 60.0% and 15.0%, so the NPS is 45.0. The result runs from -100 to +100 and is a plain number, not a percentage. The tool labels 70 and up world-class, 50 excellent, 30 great, 0 good and anything negative as needing improvement.

What the three buckets mean

Promoters answered 9 or 10 to "how likely are you to recommend us".
Passives answered 7 or 8. They count in the total but not in the subtraction, so they pull the score towards zero without ever appearing in it.
Detractors answered anything from 0 to 6. That is seven of the eleven possible answers, which is why NPS looks harsh next to a star rating.

A single score hides the shape of your responses. Sixty promoters against fifteen detractors gives 45.0 - and so does 45 promoters, 55 passives and nobody unhappy at all. Small samples make it worse: with 30 responses, one person moving from promoter to detractor swings the score by 6.7 points.

Frequently asked questions

What is a good NPS score?

Anything above zero means more promoters than detractors. Published benchmarks vary so widely by industry - airlines and insurers sit low, niche software sits high - that your own score from last quarter is the only comparison worth much.

Do passives count in the NPS calculation?

Only in the denominator. Converting a detractor into a passive raises your score; converting a passive into a promoter raises it by the same amount. Adding passives on their own lowers it, because the total grows while the numerator does not.

How many responses do I need before the number means anything?

More than most teams collect. Under about 100 responses the score bounces several points on normal variation, and the people who bother to answer skew towards the very happy and the very annoyed. Read a change of two or three points as noise.