NPS Calculator
Work out your Net Promoter Score from survey responses, see the promoter, passive and detractor split, and how your score compares. Free, no sign-up.
Free. No sign-up. Everything is calculated in your browser, nothing you enter is sent anywhere.
How it's calculated
- Group each response
- Promoters = 9 or 10 Passives = 7 or 8 Detractors = 0 to 6
- Net Promoter Score
- NPS = (Promoters / Total x 100) - (Detractors / Total x 100)
Worked examples
NPS calculation examples
Four realistic survey results and what the numbers actually say.
A quarterly in-app survey with 500 responses.
300 promoters, 120 passives, 80 detractors.
60% promoters minus 16% detractors gives an NPS of 44. Comfortably in the "great" band for most software products.
A post-support survey after a rough product release.
90 promoters, 110 passives, 100 detractors.
30% promoters minus 33.3% detractors gives an NPS of -3.3. More people would warn others away than recommend you.
Two surveys with the same promoters and detractors but more passives.
50 promoters, 0 passives, 50 detractors vs 50 promoters, 100 passives, 50 detractors.
Both score 0. Passives dilute the percentages but never add or subtract points, so the score only moves when people cross into promoter or detractor territory.
A new product with only 20 responses.
11 promoters, 5 passives, 4 detractors.
NPS of 35. With 20 responses one person changing their answer swings the score by 5 points, so treat it as a direction, not a verdict.
Benchmarks
How to read your NPS
Common rules of thumb for interpreting a Net Promoter Score. Industry averages vary widely, so your own trend matters most.
Below 0: needs work
More customers would discourage others than recommend you. Start with the detractors' comments, they usually point to one or two fixable problems.
0 to 30: good
More promoters than detractors. Most companies sit somewhere in this range, and there is clear room to grow.
30 to 70: great
A clearly loyal customer base that actively recommends you. Holding this score is as important as raising it.
70 and above: excellent
Rare in most industries. These bands are general rules of thumb, so compare against your own past scores and your industry before celebrating.
FAQ
Questions people ask
How do you calculate NPS?
Ask "How likely are you to recommend us to a friend or colleague?" on a 0 to 10 scale. Count 9s and 10s as promoters and 0 to 6 as detractors. NPS is the percentage of promoters minus the percentage of detractors, giving a score from -100 to 100.
Why don't passives affect the score?
Passives (7s and 8s) are counted in the total, so they lower the percentage of both promoters and detractors, but they are not added or subtracted themselves. That is why a score can stay flat even when lots of people move from 6 to 7.
What is a good NPS score?
As a general rule of thumb, anything above 0 is good, above 30 is great and above 70 is excellent. Scores vary a lot by industry and by how you survey, so the most useful comparison is your own score over time.
Is NPS a percentage?
No. It is the difference between two percentages, so it is written as a plain number like 42, not 42%. It can be negative.
How many responses do I need for a reliable NPS?
More is always better. Below about 100 responses a handful of people can move the score by several points, so look at the trend across surveys rather than reading too much into one result.
Is anything I enter stored?
No. The calculator runs entirely in your browser. Nothing you type is sent to a server or saved.
More free tools
Fewer unanswered questions, fewer detractors.
Bund AI answers your customers on web chat and email in seconds, day or night, using your own help content, and hands anything tricky to your team with the full context. Quick, accurate answers are one lever you can pull today to move people out of the detractor column.