NPS Calculator
Calculate your Net Promoter Score from customer survey results. Enter the number of promoters (9-10 rating), passives (7-8), and detractors (0-6) to get your NPS and see where you stand.
Net Promoter Score (NPS) measures customer loyalty with a single question: "How likely are you to recommend us to a friend or colleague?" on a 0-10 scale. The formula is simple: NPS = % Promoters - % Detractors. The score ranges from -100 to +100.
Respondents are grouped into three categories based on their rating: Promoters (9-10) are loyal enthusiasts who will keep buying and refer others. Passives (7-8) are satisfied but unenthusiastic customers who could switch to a competitor. Detractors (0-6) are unhappy customers who can damage your brand through negative word-of-mouth.
For example, if you survey 100 customers and 60 are promoters, 25 are passives, and 15 are detractors, your NPS is 60% - 15% = 45. Passives count toward the total but do not factor into the score directly. They dilute both the promoter and detractor percentages.
Generally, any positive NPS (above 0) is considered decent, above 30 is good, above 50 is excellent, and above 70 is world-class. Bain & Company, which created the metric, found that companies with the highest NPS in their industry tend to grow at more than twice the rate of competitors.