Net Promoter Score Calculator
NPS runs from −100 to +100. Compare it with your own past scores and with businesses like yours.
How the Net Promoter Score calculation works
Sort answers into three groups
On the 0–10 "How likely are you to recommend us to a friend or colleague?" question, 9–10 are promoters, 7–8 passives and 0–6 detractors.
Turn each group into a percentage
Divide each count by all responses. 120 promoters out of 200 is 60%; 30 detractors is 15%.
Subtract detractors from promoters
60% − 15% gives an NPS of 45. Passives don't add or subtract, but they do lower both percentages.
Report it as a whole number
NPS is written without a % sign, from −100 (all detractors) to +100 (all promoters).
Worked example. A survey has 120 promoters, 50 passives and 30 detractors, 200 responses in all. Promoters are 60%, detractors 15%, so the Net Promoter Score is 45.
Net Promoter Score FAQ
How do you calculate NPS?
Subtract the percentage of detractors (0–6) from the percentage of promoters (9–10). With 60% promoters and 15% detractors, NPS is 45.
What is a good Net Promoter Score?
Any score above 0 means more promoters than detractors. Bain & Company, which runs the Net Promoter System, does not set one cut-off, because scores differ a lot by industry. Track your own trend and compare with similar businesses.
What question does an NPS survey ask?
"How likely are you to recommend us to a friend or colleague?", answered on a 0–10 scale. Many surveys add an open follow-up asking why, which helps you act on the score.
What is the NPS formula?
NPS = % promoters − % detractors. Passives are not subtracted. With 7 promoters, 2 passives and 3 detractors out of 12, that is 58.3% − 25.0% = 33.3, reported as 33.
Why don't passives count in NPS?
Passives are left out of the subtraction, but they stay in the total. More passives pull both percentages toward zero, so the score moves closer to 0.
Can NPS be negative?
Yes. If detractors outnumber promoters the score is below zero; 10% promoters and 80% detractors gives −70.
Does employee NPS use the same formula?
Usually, yes. eNPS asks staff how likely they are to recommend the company as a place to work and normally uses the same 0–10 groups and subtraction, so this calculator works for it too.
Who owns the Net Promoter name?
Net Promoter and NPS are registered trademarks, and Net Promoter Score is a service mark, of Bain & Company, NICE Systems and Fred Reichheld. This calculator is not affiliated with them.