Finance calculators

NPS Calculator

Updated Oct 10, 2026 By Infinity Calculator
Rate Formulas Sources
Input Mode
Response Counts
Votes from scores 9 – 10
Enter a valid whole number ≥ 0
Votes from scores 7 – 8
Enter a valid whole number ≥ 0
Votes from scores 0 – 6
Enter a valid whole number ≥ 0
Your Net Promoter Score
30
Great
-100-50050100
Total Responses
100
Promoters
50 (50.00%)
Passives
30 (30.00%)
Detractors
20 (20.00%)
Response Distribution
Promoters 50.00% Passives 30.00% Detractors 20.00%
Detailed Breakdown
Metric Count Percentage
Response Composition
Score Distribution

Introduction

Net Promoter Score (NPS) is a simple number that tells you how your customers feel about your business. It ranges from -100 to +100. To find it, you ask customers one question: "How likely are you to recommend us to a friend or colleague?" They pick a number from 0 to 10.1 People who pick 9 or 10 are called Promoters.1 They love your brand. Those who pick 7 or 8 are Passives.1 They are okay but not excited. Anyone who picks 0 to 6 is a Detractor, and they are not happy.1 Your NPS equals the percentage of Promoters minus the percentage of Detractors.1

This free NPS calculator works out your Net Promoter Score for you. Just enter your survey results and get your score right away. You can use Simple Mode if you already know how many Promoters, Passives, and Detractors you have. Or switch to Detailed Mode to enter the exact count for each score from 0 to 10. The tool also shows charts and a breakdown table.

How to Use Our NPS Calculator

Enter the number of survey responses in each group below. The calculator will instantly show your Net Promoter Score and category rating.

Input Mode: Pick "Simple Mode" to enter three group totals, or pick "Detailed Mode" to enter the exact count for each score from 0 to 10.

Promoters: Enter the number of people who gave a score of 9 or 10. These are your happiest customers who love your brand.

Passives: Enter the number of people who gave a score of 7 or 8. These customers are satisfied but could easily switch to a competitor.

Detractors: Enter the number of people who gave a score of 0 to 6. These are unhappy customers who may hurt your brand with bad reviews.

Scores 0–10 (Detailed Mode only): Enter the exact number of responses for each individual score. The calculator will sort them into Promoters, Passives, and Detractors for you.

Click Calculate to see your NPS score, a visual gauge, response breakdown, pie chart and bar chart. Click Reset to clear all fields and start over.

What Is a Net Promoter Score (NPS)?

Net Promoter Score, or NPS, is a simple number that tells you how happy your customers are. It measures whether people would recommend your business to a friend. The score ranges from -100 to +100. A higher score means more customers love what you do. NPS is one of the most widely tracked business metrics.

How NPS Works

NPS is based on one question: "How likely are you to recommend us to a friend or colleague?" Customers answer on a scale from 0 to 10.1 Based on their answer, they fall into three groups:

  • Promoters (9–10): These are your biggest fans. They love your product and tell others about it.
  • Passives (7–8): These customers are satisfied but not excited. They could easily switch to a competitor.1
  • Detractors (0–6): These are unhappy customers. They may leave bad reviews or warn others to stay away.1

How to Calculate NPS

The formula is straightforward. Take the percentage of Promoters and subtract the percentage of Detractors.1 Passives are not included in the math, but they still count toward your total responses.

NPS = % Promoters − % Detractors

For example, if 60% of your customers are Promoters and 20% are Detractors, your NPS is 40.

What Is a Good NPS?

Any score above 0 is considered positive because you have more Promoters than Detractors. This calculator labels scores this way:

  • Below 0: Needs improvement. You have more unhappy customers than happy ones.
  • 0 to 30: Good. You are heading in the right direction.
  • 30 to 70: Great. Your customers are clearly happy with your business.
  • Above 70: Excellent.

Why NPS Matters for Your Business

NPS helps you understand customer loyalty at a glance. Businesses with high NPS scores tend to grow faster because happy customers come back and bring new ones.1 Tracking your NPS over time shows whether your customer experience is getting better or worse. To understand the financial impact of customer loyalty, consider measuring the customer lifetime value of your Promoters versus your Detractors. You can also track your customer acquisition cost alongside NPS to see whether happy customers are reducing your spending on new customer growth.

Formulas used

Net Promoter Score (NPS)
\text{NPS} = \left(\frac{\text{Promoters}}{\text{Total Responses}}\right) \times 100 - \left(\frac{\text{Detractors}}{\text{Total Responses}}\right) \times 100
Total Responses
\text{Total Responses} = \text{Promoters} + \text{Passives} + \text{Detractors}
Promoter Percentage
\%\text{Promoters} = \frac{\text{Promoters}}{\text{Total Responses}} \times 100
Passive Percentage
\%\text{Passives} = \frac{\text{Passives}}{\text{Total Responses}} \times 100
Detractor Percentage
\%\text{Detractors} = \frac{\text{Detractors}}{\text{Total Responses}} \times 100

Frequently asked questions

Can my NPS be a negative number?

Yes. NPS ranges from -100 to +100. If you have more Detractors than Promoters, your score will be negative. For example, if 10% are Promoters and 50% are Detractors, your NPS is -40. A negative score means most of your customers are unhappy.

Why are Passives not included in the NPS formula?

Passives count toward your total number of responses, which affects the percentages. But the NPS formula only subtracts Detractor percentage from Promoter percentage. Passives are left out because they are neutral. They are not hurting or helping your score directly. However, a large number of Passives means you have many customers who could become Promoters or Detractors.

How many survey responses do I need for an accurate NPS?

There is no strict minimum, but 100 responses is a common floor. With fewer responses, a single customer can swing your score a lot. The more responses you collect, the more reliable your NPS will be.

How often should I measure NPS?

Many businesses measure NPS every quarter or after key customer interactions like a purchase or support call. Measuring regularly helps you spot trends. If your score drops, you can act quickly. If it rises, you know your changes are working.

Why is someone who scores a 6 counted as a Detractor?

The NPS system was designed by Bain & Company. Their research found that only people who score 9 or 10 actively promote a brand.1 Scores of 7 and 8 show mild satisfaction. Anything from 0 to 6 signals some level of dissatisfaction, so those people are grouped as Detractors.

Can NPS be exactly 0?

Yes. An NPS of 0 means you have the same percentage of Promoters and Detractors. It is not a bad score, but it means your happy customers are just barely outweighing the unhappy ones. There is room to improve.

How do I improve a low NPS?

Start by talking to your Detractors to find out what went wrong. Fix the most common complaints. Then focus on turning Passives into Promoters by exceeding expectations. Small improvements in customer service, product quality, or response time can raise your NPS over time.

Sources

  1. Measuring Your Net Promoter Score. Bain & Company. How the Scoring Works. Accessed September 27, 2026.

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