# NPS Calculator

Calculate your Net Promoter Score from survey data. Enter promoters, passives, and detractors to see your NPS and benchmark it. Free NPS calculator.

## What this calculates

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.

## Inputs

- **Promoters (9-10)** — min 0 — Respondents who rated 9 or 10 (loyal enthusiasts).
- **Passives (7-8)** — min 0 — Respondents who rated 7 or 8 (satisfied but unenthusiastic).
- **Detractors (0-6)** — min 0 — Respondents who rated 0 to 6 (unhappy customers).

## Outputs

- **Net Promoter Score** — NPS ranges from -100 (all detractors) to +100 (all promoters).
- **Total Responses** — Total number of survey respondents.
- **Promoter %** — formatted as percentage — Percentage of respondents who are promoters.
- **Detractor %** — formatted as percentage — Percentage of respondents who are detractors.

## Details

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.

## Frequently Asked Questions

**Q: What is a good NPS score?**

A: NPS ranges from -100 to +100. Any positive score means you have more promoters than detractors. Generally, above 0 is acceptable, 0-30 is good, 30-70 is great, and above 70 is world-class. But context matters: the average NPS varies significantly by industry. SaaS companies average around 30-40, while airlines average around 20-30. Compare against your industry, not just general benchmarks.

**Q: Why are passives not included in the NPS formula?**

A: Passives (7-8 ratings) are excluded from the direct NPS calculation because they represent a neutral middle ground. They are satisfied enough not to hurt your brand but not enthusiastic enough to actively promote it. However, they still affect the score indirectly because they increase the total respondent count, which dilutes both the promoter and detractor percentages.

**Q: How many responses do I need for a reliable NPS?**

A: Most statisticians recommend at least 100 responses for a reliable NPS. Below that, your score has a large margin of error. For example, with 30 responses, one person switching from promoter to detractor changes the score by about 6.7 points. With 200+ responses, the same change moves the score by less than 1 point. Aim for the largest sample size practical for your business.

**Q: How often should I measure NPS?**

A: Most companies measure NPS quarterly or after key interactions (post-purchase, post-support). Quarterly surveys track overall trends, while transactional NPS identifies specific touchpoints that need improvement. Avoid surveying too frequently, as survey fatigue leads to lower response rates and less reliable data. Consistency in timing matters more than frequency.

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Source: https://vastcalc.com/calculators/finance/nps
Category: Finance
Last updated: 2026-04-08