NPS Calculator

Calculate Net Promoter Score from promoter, passive and detractor counts.

About NPS Calculator

Passives count towards the response total but contribute nothing to the score, which is why moving a detractor to passive raises NPS just as much as moving a passive to promoter. The result ranges from minus 100 to plus 100. NPS discards most of the response distribution, so a stable score can hide a growing split between enthusiasts and detractors that the underlying shares reveal.

Formula

NPS

NPS = promoter share − detractor share, expressed in percentage points

promoters: Respondents scoring 9 or 10
passives: Respondents scoring 7 or 8, counted in the total but not the score

Worked example

With the default values below, NPS Calculator returns Net Promoter Score of 34.1. Change any input above and every figure here is recalculated in your browser.

Inputs used

Promoters, scoring 9 to 10minimum 0: 420
Passives, scoring 7 to 8minimum 0: 260
Detractors, scoring 0 to 6minimum 0: 140

Results

Net Promoter Score: 34.1
Rating Band: Good
Promoter Share: 51.22%
Detractor Share: 17.07%
Total Responses: 820

Step by step

1Values used
2NPS
3Net Promoter Score= 34.1
4Rating Band= Good
5Promoter Share= 51.22
6Detractor Share= 17.07
7Total Responses= 820

Assumptions and limits

The result is derived only from the 3 inputs listed above. Anything not among them is not part of the calculation.
In particular, this calculator does not take inflation, tax, fees or charges or compounding frequency into account.
Figures are rounded for display to 2 decimal places, so totals built from several rounded parts can differ slightly from the unrounded arithmetic.

How these calculators are built and tested is described on the Methodology page. If a figure looks wrong, please report it.

Frequently Asked Questions

How is NPS calculated?

NPS = promoter share − detractor share, expressed in percentage points Passives count towards the response total but contribute nothing to the score, which is why moving a detractor to passive raises NPS just as much as moving a passive to promoter. The result ranges from minus 100 to plus 100.

Why does NPS matter?

NPS discards most of the response distribution, so a stable score can hide a growing split between enthusiasts and detractors that the underlying shares reveal.

What values do I need to enter?

This calculator takes 3 inputs: Promoters, scoring 9 to 10, Passives, scoring 7 to 8, Detractors, scoring 0 to 6. The pre-filled defaults are a realistic starting point — replace them with figures from your own environment for a result you can act on.