Net Promoter Score (NPS) Calculator
Enter promoter, passive and detractor counts to compute your Net Promoter Score and each group’s share.
How it works
NPS = % promoters − % detractors · (promoters 9–10, passives 7–8, detractors 0–6)
Net Promoter Score asks one question — how likely are you to recommend us — and turns the answers into a single loyalty number from −100 to +100. Respondents scoring 9–10 are promoters, 7–8 are passives who count toward the total but not the score, and 0–6 are detractors. Subtracting the detractor percentage from the promoter percentage rewards enthusiasm and penalises dissatisfaction while ignoring the lukewarm middle.
Worked example
Of 100 responses, 60 are promoters, 25 passives and 15 detractors. Promoters are 60% and detractors 15%, so NPS = 60 − 15 = 45. Passives lower each percentage but never enter the subtraction directly.
Sources: Net Promoter Score — Wikipedia
Frequently asked questions
Why don’t passives count in the score?
Passives are satisfied but unenthusiastic, so NPS treats them as neutral. They still enlarge the response total, which dilutes both the promoter and detractor percentages, but they are not added or subtracted directly.
What is a good NPS?
Any positive score means promoters outnumber detractors. Above +30 is generally considered good and above +50 excellent, though benchmarks vary widely by industry, so compare within your sector.
Why is the scale −100 to +100?
If every respondent is a detractor the score is −100; if every one is a promoter it is +100. Because it is a difference of two percentages, NPS is a whole number, not a percentage itself.
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Educational estimate, not financial or tax advice.