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NPS Calculator

Turn survey responses into a single number. Enter how many customers were promoters, passives and detractors, and the calculator returns your Net Promoter Score, the total responses and the share of each group — updating the moment you change a number.

Estimates only. This tool is provided for educational purposes and is not financial advice. It models the figures you enter — it does not know your credit terms, local taxes, or fees. Talk to a licensed adviser before making a decision.

How to use the NPS calculator

  1. Enter the number of promoters — customers who answered 9 or 10.
  2. Enter the number of passives — those who answered 7 or 8.
  3. Enter the number of detractors — those who answered 0 to 6.
  4. Read the result. The NPS, total responses and each group's share update as you type.

Worked example

With 50 promoters, 30 passives and 20 detractors you have 100 responses. Promoters are 50%, detractors are 20%, so your NPS = 30 (50 - 20). Passives are 30% — they are never part of the score.

The formula

NPS = % promoters - % detractors

% group = group / total x 100

The NPS ranges from -100 (everyone is a detractor) to +100 (everyone is a promoter). Passives sit in the middle and are reported for context but do not change the score.

Frequently asked questions

What is a good NPS?

It depends on the industry. A positive NPS means you have more promoters than detractors; above +30 is often seen as good and above +70 as excellent. Always compare against your own sector benchmarks.

How is NPS calculated?

Subtract the percentage of detractors from the percentage of promoters. For example, 50% promoters and 20% detractors gives an NPS of 30. Passives are excluded from the score.

What counts as a promoter, passive or detractor?

Promoters answered 9 or 10, passives answered 7 or 8, and detractors answered 0 to 6 on the 0-10 recommend question. Group your responses by those bands before entering them.

Why are passives not in the score?

Passives are satisfied but unenthusiastic. NPS only measures the gap between your strongest fans and your unhappiest customers, so the neutral middle is reported but not counted.

Can NPS be negative?

Yes. If detractors outnumber promoters, the score is negative, meaning more customers would hurt than help your word-of-mouth. The range runs from -100 to +100.

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