Use this free NPS calculator to turn your survey responses into a Net Promoter Score in seconds. Nothing you type leaves your browser.
NPS Calculator
Enter how many people picked each score group on your 0–10 survey.
What is NPS?
Net Promoter Score measures how likely customers are to recommend you. You ask one question: “How likely are you to recommend us to a friend or colleague?” on a 0 to 10 scale, then sort the answers into three groups:
- Promoters (9–10): loyal fans who will recommend you
- Passives (7–8): satisfied but not enthusiastic
- Detractors (0–6): unhappy customers who may warn others away
The NPS formula
NPS = % Promoters − % Detractors
Passives count toward the total number of responses but are not added or subtracted. The result is a whole number between −100 and +100. It is a score, not a percentage, so write it as “+45”, not “45%”.
Example: 200 responses, with 110 promoters, 50 passives and 40 detractors. Promoters = 110 ÷ 200 = 55%. Detractors = 40 ÷ 200 = 20%. NPS = 55 − 20 = +35.
What is a good NPS score?
There is no universal benchmark, because scores vary a lot by industry and by how you survey. As a rough guide:
| NPS range | What it usually means |
|---|---|
| Below 0 | More critics than fans; fix the main complaint first |
| 0 to 30 | Okay; room to improve |
| 30 to 50 | Good |
| 50 to 70 | Excellent |
| 70+ | World-class and rare |
The most useful comparison is your own score over time. A move from +20 to +35 in two quarters says more than any industry average.
How to improve your NPS
- Close the loop with detractors. Reply to every 0–6 score within a few days. A personal follow-up often turns a detractor into a passive.
- Read the comments, not just the number. Add an optional “What is the main reason for your score?” question and tag the answers.
- Fix response time. Slow support is one of the most common reasons customers give low scores. Check yours with our first response time calculator.
- Survey at the right moment. Ask after a customer has had time to get value, not right after signup.
NPS vs CSAT
NPS measures loyalty to your brand overall. CSAT measures satisfaction with one interaction, such as a support ticket. Most support teams track both.
Frequently asked questions
Can NPS be negative? Yes. If you have more detractors than promoters, the score is below zero.
How many responses do I need? Small samples swing a lot. Aim for at least 50 to 100 responses before reading much into a single score.
Why don’t passives count? They are included in the total, which lowers both percentages, but they are not added or subtracted because they are unlikely to either recommend or criticise you.