NPS calculator
Net Promoter Score from your promoter, passive and detractor counts.
How it works
NPS = % promoters − % detractors (passives count in the total, and nowhere else)
Scores of 9-10 are promoters, 7-8 passives, 0-6 detractors. Passives are the part people get wrong: they are counted in the denominator but subtracted from nothing, so a survey full of 8s produces a score near zero. That is deliberate — the metric is asking how much more advocacy than damage you have, and a satisfied-but-silent customer supplies neither. The result runs from −100 to +100 and is a count, not a percentage.
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Frequently asked questions
- Why do passives count at all?
- They are in the total, which drags the score toward zero. Dropping them entirely would turn a survey of mostly 8s into an artificially strong result.
- Is NPS a percentage?
- No, though it is built from two. It is a number between −100 and +100 and should be written without a percent sign.
- What is a good NPS?
- Above zero means more promoters than detractors. Above 50 is generally considered strong, but benchmarks vary so much by industry and by how the question was asked that your own trend is the more reliable signal.
- How many responses do I need?
- Enough that a handful of answers cannot swing it. Under about a hundred, the score moves several points on single responses and month-to-month changes are mostly noise.