NPS Calculator
Calculate your Net Promoter Score from −100 to +100.
How the NPS works
The Net Promoter Score measures customer loyalty from one question: how likely are you to recommend us, on a scale of 0–10? Promoters answer 9–10, passives 7–8, and detractors 0–6.
NPS is the percentage of promoters minus the percentage of detractors, and ranges from −100 to +100. Passives count in the denominator but do not change the score.
The score is a simple benchmark, not a full measure of customer health. There is no universal 'good' NPS — compare it to your own industry and past results.
The formula
NPS = %Promoters − %Detractors
Divide the number of promoters and detractors by the total responses to get percentages, then subtract the detractor percentage from the promoter percentage. Promoters = 9–10, passives = 7–8, detractors = 0–6.
Worked example
60 promoters, 30 passives, 10 detractors
Total = 100. Promoters 60%, detractors 10%. NPS = 60 − 10 = 50, a strong positive score.
Frequently asked questions
What is a good NPS?
There is no universal benchmark. Scores vary widely by industry, and the same score can be good in one market and poor in another. Track your own trend and compare with relevant competitors.
Why do passives not change the score?
Passives are neutral — they are not subtracting loyalty, but they are not promoting either. They reduce both percentages but do not appear in the NPS calculation directly.
Can NPS be negative?
Yes. If detractors outnumber promoters, the score is negative, down to −100. A negative NPS means more customers are detractors than promoters.
Related research methods
- Customer Experience Measurement
When to use this tool
Use this to compute NPS from 0–10 responses: promoters (9–10), passives (7–8), detractors (0–6).
Assumptions
- Responses use the 0–10 NPS scale.
- The grouping convention (promoters/passives/detractors) matches your study design.
Limitations
- NPS collapses the distribution into three groups and loses detail.
- It is a descriptive business metric, not a statistical significance test.
How to interpret the result
NPS is the percentage of promoters minus the percentage of detractors; it ranges from −100 to +100.
How to report the result
Report the promoter, passive and detractor shares and the NPS, with the sample size and response basis.
Next steps in your analysis
Related tools
Related guides
Built by PanelRoster
PanelRoster is an enterprise operations management platform for organizations coordinating distributed teams, assignments, workflows, quality assurance and operational execution.
Explore PanelRoster