Free NPS Calculator
Calculate your Net Promoter Score from survey responses. See your breakdown of Promoters, Passives, and Detractors.
Enter the number of responses for each score (0-10)
😞 Detractors (0-6)
😐 Passives (7-8)
😊 Promoters (9-10)
Your NPS Score
Based on responses
Detractors
Passives
Promoters
How to Use This NPS Calculator
- Collect responses to the question: "How likely are you to recommend us to a friend?" (0-10 scale)
- Count responses for each score and enter them in the corresponding fields
- Click "Calculate NPS" to see your Net Promoter Score
- Review the breakdown of Promoters, Passives, and Detractors
What is Net Promoter Score (NPS)?
Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend your product or service. It's based on a single question: "On a scale of 0-10, how likely are you to recommend us to a friend or colleague?"
Respondents are grouped into three categories:
- Promoters (9-10): Loyal enthusiasts who will keep buying and refer others
- Passives (7-8): Satisfied but unenthusiastic customers vulnerable to competitors
- Detractors (0-6): Unhappy customers who can damage your brand through negative word-of-mouth
NPS ranges from -100 (all Detractors) to +100 (all Promoters). A positive score is good, above 50 is excellent.
The Formula
NPS = % Promoters − % Detractors
Example:
If 60% of respondents are Promoters and 20% are Detractors:
NPS = 60% − 20% = 40
NPS Score Benchmarks
Below 0
Needs Work
0-30
Good
30-70
Great
70+
Excellent
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Frequently Asked Questions
What's a good NPS score?
Any score above 0 is considered good (more Promoters than Detractors). Scores above 50 are excellent, and above 70 is world-class. However, benchmarks vary by industry — B2B companies typically have higher NPS than B2C.
How many responses do I need for a reliable NPS?
For statistical reliability, aim for at least 100 responses. Smaller samples can give you directional insights, but the margin of error will be higher. For ongoing tracking, consistency in your sample size matters more than absolute numbers.
How often should I measure NPS?
Most companies measure NPS quarterly or after key touchpoints (post-purchase, post-support). Transactional NPS (after specific interactions) and relationship NPS (periodic surveys) serve different purposes — consider using both.
Why do Passives (7-8) not count in NPS?
Passives are satisfied but not enthusiastic. They won't actively promote you or damage your reputation. The NPS formula focuses on the gap between your strongest advocates and critics to measure true loyalty momentum.
What should I do with my NPS results?
Follow up with Detractors to understand and address their concerns. Ask Promoters for referrals and testimonials. Track NPS over time to measure the impact of improvements. The score itself is less important than the trends and actions you take.
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