Calculate Net Promoter Score from promoter, passive and detractor counts.
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.
NPS
NPS = promoter share − detractor share, expressed in percentage points
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.
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.
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.