NPS Calculator — Net Promoter Score

Calculate your Net Promoter Score from response counts or raw 0-10 ratings, with Promoter/Passive/Detractor breakdown and industry benchmark tiers.

July 2, 2026

Promoters (score 9-10)

Passives (score 7-8)

Detractors (score 0-6)

Great

45.0

Based on 100 total responses

Promoters

60 (60.0%)

Passives

25 (25.0%)

Detractors

15 (15.0%)

NPS = % Promoters (score 9-10) − % Detractors (score 0-6). Passives (score 7-8) count toward the total response base but are excluded from the subtraction itself. NPS ranges from -100 to +100. Raw score means little without industry context — compare against your specific sector's benchmark, not the global range alone.

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Reference Values

Last verified: Jul 2, 2026

Category	Range	What It Means	Status
Needs Improvement	Below 0	More detractors than promoters — a warning sign that customer experience issues likely need urgent attention.	Poor
Good	0 – 30	More promoters than detractors, but meaningful room for improvement. Most companies fall in this range.	Okay
Great	30 – 50	Outperforming most companies — customers are genuinely happy and a meaningful share are willing to recommend you.	Good
Excellent / World-Class ★	50 – 70+	50-70 is excellent with strong customer loyalty; above 70 is world-class, achieved by only a handful of market-leading companies globally.	★ Best

Source: Standard NPS interpretation ranges aggregated from customer experience industry reporting (Bain & Company original NPS methodology; SurveyMonkey, SurveySparrow benchmark reporting). Industry context matters significantly — always compare against your specific sector's benchmark, not the global range alone.

Worked Examples

100 Responses: 60 Promoters, 25 Passives, 15 Detractors

Promoters (9-10): 60
Passives (7-8): 25
Detractors (0-6): 15

NPS = 45 (Great)

60% Promoters − 15% Detractors = 45. Passives count toward the total response base but aren't part of the subtraction — they're neither actively promoting nor detracting.

50 Responses: 20 Promoters, 20 Passives, 10 Detractors

Promoters (9-10): 20
Passives (7-8): 20
Detractors (0-6): 10

NPS = 20 (Good)

40% Promoters − 20% Detractors = 20. Solidly positive, but with meaningful room for improvement compared to the 30+ 'Great' tier.

200 Responses: 150 Promoters, 30 Passives, 20 Detractors

Promoters (9-10): 150
Passives (7-8): 30
Detractors (0-6): 20

NPS = 65 (Excellent)

75% Promoters − 10% Detractors = 65. In the excellent/world-class range, reflecting strong customer loyalty and organic word-of-mouth potential.

How to Use This Calculator

1

Choose your input method

Enter pre-counted Promoter/Passive/Detractor totals, or paste raw individual ratings (0-10) and let the calculator categorize them automatically.
2

Enter your data

Response counts for each category, or a comma-separated list of raw scores.
3

Read your NPS and benchmark tier

Results show your NPS score (-100 to +100), the percentage breakdown of each category, and where your score falls on the standard benchmark scale.

What Each Value Means

Net Promoter Score (NPS) (score (-100 to +100)): A customer loyalty metric calculated as the percentage of Promoters minus the percentage of Detractors, ranging from -100 to +100. Developed by Fred Reichheld and popularized by Bain & Company as a simple, widely comparable measure of customer relationship health.
Promoters (count / percent): Respondents who rate 9 or 10 on the 'likelihood to recommend' question — loyal enthusiasts likely to keep buying and actively refer others.
Detractors (count / percent): Respondents who rate 0 through 6 — unhappy customers who can damage a brand through negative word-of-mouth and are at higher risk of churning.

Frequently Asked Questions

How do you calculate Net Promoter Score (NPS)?

NPS = % Promoters − % Detractors. Survey respondents rate 'how likely are you to recommend us?' on a 0-10 scale. Scores of 9-10 are Promoters, 7-8 are Passives, and 0-6 are Detractors. For example, with 60% Promoters and 15% Detractors: NPS = 60 − 15 = 45. Passives count toward the total response base but are excluded from the subtraction itself.

Why don't Passives count in the NPS formula?

Passives (scores of 7-8) are considered satisfied but not enthusiastic enough to actively recommend or actively detract — they're the 'fence-sitters.' The NPS methodology, developed by Fred Reichheld and Bain & Company, deliberately excludes them from the core subtraction to focus the score on the gap between actively positive and actively negative sentiment, rather than diluting it with neutral responses.

What is a good NPS score?

In absolute terms: any score above 0 is positive (more promoters than detractors), 0-30 is 'Good' (most companies fall here), 30-50 is 'Great' (outperforming most companies), 50-70 is 'Excellent' with world-class customer loyalty, and above 70 is 'World-Class,' achieved by only a handful of market-leading companies globally. However, raw scores mean little without industry context — a 35 might be excellent in one industry and mediocre in another.

Can NPS be negative?

Yes — NPS ranges from -100 (every respondent is a Detractor) to +100 (every respondent is a Promoter). A negative score means there are more Detractors than Promoters, a clear signal that customer experience issues likely need urgent attention rather than a minor concern.

What's the difference between NPS and customer satisfaction (CSAT)?

CSAT measures satisfaction with a specific interaction or transaction (often on a 1-5 scale), typically gathered right after a support call or purchase. NPS measures overall relationship loyalty and likelihood to recommend, usually gathered periodically (quarterly or after key milestones) rather than per-transaction. They're complementary metrics — CSAT is more tactical/immediate, NPS is more strategic/relationship-level.