Free Net Promoter Score (NPS) Calculator

Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend your product or service to others. It's calculated by subtracting the percentage of detractors from the percentage of promoters. The score ranges from -100 to +100, with higher scores indicating greater customer loyalty.

NPS is calculated in three steps: First, categorize survey responses (0-10 scale) into Promoters (9-10), Passives (7-8), and Detractors (0-6). Second, calculate the percentage of promoters and detractors out of total responses. Third, subtract the detractor percentage from the promoter percentage. For example, if 60% are promoters and 20% are detractors, your NPS is 40.

NPS scores vary by industry, but generally: Above 70 is excellent (world-class), 50-70 is great (strong loyalty), 30-50 is good (room for improvement), 0-30 is average (needs work), and below 0 indicates more detractors than promoters and requires immediate attention. Context matters—compare your score to industry benchmarks and track changes over time.

Ask your customers one key question: 'On a scale of 0-10, how likely are you to recommend our company/product/service to a friend or colleague?' You can send this via email surveys, post-purchase follow-ups, in-app prompts, or customer feedback forms. For best results, survey customers regularly and consistently to track trends over time.

Yes! Our NPS calculator supports CSV and XLSX file uploads. Your file should contain a column named 'score' with values from 0-10, where each row represents one customer response. The calculator automatically categorizes responses into Promoters, Passives, and Detractors, then computes your NPS instantly.

Passives (scores 7-8) are not included in the NPS formula because they represent satisfied but unenthusiastic customers who are vulnerable to competitive offerings. While they're counted in the total respondents for percentage calculations, they're considered neutral—neither promoting nor detracting. The NPS methodology focuses on the gap between promoters and detractors as the key loyalty indicator.