Free Live Calculators

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.

Updated
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.
92% found this helpful

Reference Values

Last verified:
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. 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. 2

    Enter your data

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

  3. 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.

Related Calculators

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.

References & Sources

  1. [1]
    SurveyMonkey — NPS Benchmarks by Industry (opens in new tab)

    Supports: Evidence used for nps industry benchmark scores by sector, including related formulas, definitions, or reference values.

    Verified

  2. [2]
    Bain & Company — NPS Prism Benchmarks (opens in new tab)

    Supports: Evidence used for nps industry benchmark scores by sector, including related formulas, definitions, or reference values.

    Verified

  3. [3]
    Bain & Company — Measuring Your Net Promoter Score (opens in new tab)

    Supports: Evidence used for promoter, passive & detractor glossary — nps terms explained, including related formulas, definitions, or reference values.

    Verified

  4. [4]
    Qualtrics — How to Calculate & Measure NPS (opens in new tab)

    Supports: Evidence used for promoter, passive & detractor glossary — nps terms explained, including related formulas, definitions, or reference values.

    Verified