NPS Calculator

What is Net Promoter Score?

Net Promoter Score, or NPS, summarizes how likely surveyed customers are to recommend a product, service, or company. Respondents answer on a scale from zero to ten and are grouped into promoters, passives, and detractors. The final score is a directional relationship metric, not a percentage of satisfied customers.

How to calculate NPS

Use NPS = % promoters − % detractors. Count every response in the denominator, including passives. For example, 60 promoters, 25 passives, and 15 detractors produce an NPS of 45 because 60% minus 15% equals 45.

1. Count ratings of 9–10 as promoters.
2. Count ratings of 7–8 as passives.
3. Count ratings of 0–6 as detractors.
4. Divide each group by total responses, then subtract the detractor percentage from the promoter percentage.

How to interpret the result

A positive score means promoters outnumber detractors; a negative score means the opposite. The number becomes more useful when you follow its movement over time, retain a consistent survey method, and compare similar customer groups. Pair the score with open-text feedback to learn why respondents chose their rating.

Survey practices that protect signal quality

• Use the same wording, channel, audience, and timing when comparing periods.
• Avoid surveying only the most active or successful customers.
• Track response count and rate so a small sample is not mistaken for a broad trend.
• Segment carefully, but do not overinterpret groups with very few responses.
• Connect rating changes with qualitative feedback and behavioral data before acting.