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NPS calculator

Calculate your Net Promoter Score and see how promoters, passives, and detractors add up.

No account needed. A little clarity, on the house.

Count the responses, not the scores.

Enter how many people chose each rating. Use 0 when nobody chose a rating.

Detractors · 0–6

Passives · 7–8

Promoters · 9–10

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Your result

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BEHIND THE RESULT

Know what goes into it.

Ratings of 9–10 are promoters, 7–8 are passives, and 0–6 are detractors. All three groups count toward the total. The result is a score from −100 to +100, not a percentage.

The Net Promoter Network scoring guide

THE FORMULA

NPS = (% promoters) − (% detractors)

A quick example

With 60 promoters, 20 passives, and 20 detractors, NPS is 60 − 20 = 40.

Keep in mind

Use the standard 0–10 likelihood-to-recommend question.
Count each person once and keep the audience and time period consistent.
NPS describes these responses; it does not explain why someone gave their rating.

How to calculate NPS from response counts

Net Promoter Score is the percentage of promoters minus the percentage of detractors. Count ratings of 9–10 as promoters, 7–8 as passives, and 0–6 as detractors. Include passives in the total. This follows Bain’s NPS scoring method.

Example: 100 valid survey responses
Group	Count	Share
Promoters (9–10)	60	60%
Passives (7–8)	25	25%
Detractors (0–6)	15	15%

NPS = 60 − 15 = 45. Report “NPS 45 from 100 responses,” rather than “45%” or the average of the ratings.

Already have totals in a spreadsheet?

If A2 contains promoters, B2 passives, and C2 detractors, use this formula with nonnegative whole-number counts. It leaves the result blank when there are no responses:

=IF(SUM(A2:C2)=0,"",100*(A2-C2)/SUM(A2:C2))

For individual ratings in a Google Sheet, use the Google Forms NPS guide. Do not combine surveys that use different questions, audiences, or collection periods.

Turn an NPS score into a useful next step

Enter the number of responses at each rating, from 0 to 10. Promoters are 9–10, passives 7–8, and detractors 0–6. The calculator totals the groups and subtracts the detractor percentage from the promoter percentage.

Keep relationship surveys, sent at a consistent interval, separate from surveys about a particular transaction. A recommendation question after a support ticket can reflect a different experience from a periodic relationship survey.

Read the reasons behind low and high ratings before deciding what to change.
Group recurring feedback into themes and assign someone to follow up where respondents have agreed to contact.
Compare the same audience and question over time, and report the response count alongside the score.

Need to collect NPS responses first?

This calculator works with response counts you already have. To ask customers for a rating and understand the reason behind it, start with the free NPS survey template.

Keep the 0–10 recommendation question and add a short reason question.
Choose the customer audience, collection period, and invitation channel.
Assign someone to review the answers and follow up where the customer has agreed to contact.

Youform collects the survey responses. Configure recurring invitations and any CRM handoff in your chosen workflow; this local calculator does not send surveys or automatically sync their results. For feedback about a particular interaction, explore customer satisfaction surveys.

GOOD QUESTIONS

A little more
context.

The useful details behind the numbers and links.

Do passives affect NPS?

Yes. They are part of the total used to calculate both percentages, even though they are not added or subtracted directly.

What is a good NPS?

It depends on your audience, industry, and survey method. A comparable trend over time is more useful than a universal good-or-bad label.

How often should I measure NPS?

Use a consistent schedule for relationship NPS, or a defined moment for transactional NPS. Avoid treating scores from different touchpoints as a single comparable series. Give people time between invitations.

How many NPS responses are enough?

There is no universal response count that makes a score reliable. Consider sampling method, audience size, variation, and the precision you need. Small or self-selected samples need context even when the arithmetic is correct.