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?" They pick a number from 0 to 10. People who pick 9 or 10 are called Promoters. They love your brand. Those who pick 7 or 8 are Passives. They are okay but not excited. Anyone who picks 0 to 6 is a Detractor, and they are not happy. Your NPS equals the percentage of Promoters minus the percentage of Detractors.
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, a breakdown table, and industry benchmarks so you can see how your score compares to other businesses.
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, category rating, and how you compare to other industries.
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, bar chart, and industry benchmark comparison. 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?" Customers answer on a scale from 0 to 10. 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.
- Detractors (0–6): These are unhappy customers. They may leave bad reviews or warn others to stay away.
How to Calculate NPS
The formula is straightforward. Take the percentage of Promoters and subtract the percentage of Detractors. 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. Here is a general guide:
- 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. Very few companies reach this level.
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. Tracking your NPS over time shows whether your customer experience is getting better or worse. It also lets you compare your performance against other companies in your industry. 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.