Net Promoter Score Calculator

Calculate NPS from promoter, passive and detractor responses. Combine comparable teams or channels and download your results.

CUSTOMER RECOMMENDATION

Calculate your NPS

Enter valid response counts from the standard 0–10 recommendation scale. Passives stay in the total. Results range from −100 to +100.

Calculation mode

Counts only; do not enter percentages. Blank fields need an explicit zero when there are no responses.

Formula and measurement rules

NPS = ((promoters − detractors) ÷ total valid responses) × 100

Total = promoters + passives + detractors. No valid responses means N/A. Category shares are rounded for display; calculations use the original counts. Zero NPS means equal promoter and detractor counts. Read our Net Promoter Score formula guide for worked examples and Excel instructions.

How to use this NPS Calculator

  1. Choose a mode

    Use Quick calculation for a single set of counts, or Teams & channels for comparable groups.

  2. Enter response counts

    Promoters rated 9–10, passives rated 7–8 and detractors rated 0–6. Enter zero where a category has no responses.

  3. Calculate and review

    Select Calculate NPS. Check the score, total and category shares. Group results combine the underlying counts.

  4. Download your report

    Select Download CSV. After changing any input, calculate again to refresh results and re-enable export.

Frequently asked questions

Do passive responses count in NPS?

Yes. Ratings of 7 or 8 count in the total, even though they are not added to or subtracted from the numerator.

Is NPS a percentage?

The formula subtracts two percentages, but the final result is reported as a score, such as +40, rather than 40%. Its range is −100 to +100.

Can I average different teams’ NPS results?

Use total response counts for comparable, non-overlapping groups. A simple average gives small and large teams equal influence. This calculator combines counts before calculating the score.

What if I have no responses?

A zero total returns N/A, not zero. A genuine zero NPS means equal promoter and detractor counts among valid responses.

What is a good NPS?

There is no universal target. Compare consistently collected results with your own history and appropriately matched benchmarks. Small samples and changes in who responds can affect interpretation.

Does the calculator save my data?

This widget calculates in your browser without storing or sending inputs. Download your CSV to retain the result. Other website services may have separate practices described in our Privacy Policy.

NPS calculation example: 100 survey responses

Suppose you receive 100 valid responses to your 0–10 recommendation question:

  • 60 promoters: ratings of 9–10
  • 25 passives: ratings of 7–8
  • 15 detractors: ratings of 0–6

Enter 60, 25 and 15 into the calculator.

NPS = ((60 − 15) ÷ 100) × 100 = +45

Report the result as “NPS: +45, based on 100 valid responses.” NPS is a score, so do not label the result “45%.”

What does this result tell you?

Promoters represent 60% of responses and detractors represent 15%—a difference of 45 percentage points. The 25 passive responses remain in the denominator. Excluding them would incorrectly inflate the result to +60.

A score of +45 does not explain why customers gave their ratings or establish whether the result meets your business’s target. Review the comments and compare results collected using consistent questions, methods and customer groups.

These figures are illustrative, not a benchmark or an actual client result.

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