Calculate the NPS score from 0–10 survey results with the formula NPS = %promoters (9–10) − %detractors (0–6). Four modes available: from raw scores, from category counts, two-period comparison, and target solver.
Scope note: NPS on this page is Net Promoter Score (a marketing survey metric), not National Pension Scheme (India's pension scheme).
Paste the respondent score list (0–10), separated by spaces, commas, semicolons, or newlines. The built-in example below produces NPS 30.
Fill in the respondent count for each score 0–10. Built-in example: 100 respondents with NPS 45.
Already have a summary? Enter the promoter, passive, and detractor counts directly. Built-in example: 60 promoters, 25 passives, 15 detractors → NPS 45.
See NPS changes between two periods or two customer segments, with distribution shifts in percentage points. Built-in example: period A NPS 45 vs period B NPS 60.
Enter current conditions and a target NPS. The calculator computes the required net points plus three achievement scenarios. Built-in example: from NPS 45 toward target 50.
NPS = (promoters − detractors) ÷ total respondents × 100.Example: of 100 respondents there are 60 promoters, 25 passives, and 15 detractors → NPS = (60 − 15) ÷ 100 × 100 = 45, in the “Excellent” band (range 30–70).
The passive group does not change the numerator, but is still counted in total respondents (the denominator).
Net Promoter Score (NPS) is a customer loyalty survey metric computed from a single 0–10 scale question, e.g. “How likely are you to recommend us?”. Respondents scoring 9–10 are called promoters, 7–8 passives, and 0–6 detractors. The formula: NPS = %promoters − %detractors, so the score range is −100 to +100. Scope note: NPS on this page is Net Promoter Score (a marketing survey metric), not National Pension Scheme (India's pension scheme).
The formula: NPS = (promoters − detractors) ÷ total respondents × 100. Example: of 100 respondents with 60 promoters, 25 passives, and 15 detractors, NPS = (60 − 15) ÷ 100 × 100 = 45. The passive group does not affect the numerator, but is still counted as part of total respondents (the denominator).
Promoters are respondents scoring 9–10: enthusiastic customers likely to recommend. Passives score 7–8: satisfied but not enthusiastic customers, easily switching to competitors. Detractors score 0–6: dissatisfied customers who may spread negative reviews. This split follows the common NPS survey convention.
A common practitioner guideline: below 0 needs attention; 0 to below 30 is good; 30 to 70 is excellent; above 70 is outstanding. This is a general industry guideline, not an official standard — what counts as “good” varies across industries, countries, and customer types, so the most meaningful comparison is against your own scores over time.
NPS measures customers' willingness to recommend (a loyalty proxy, 0–10 scale). CES (Customer Effort Score) measures how easy or difficult the customer experience was, usually on a 1–7 scale — we provide its calculator at /tools/customer-effort-score/. CSAT measures satisfaction with a single interaction or transaction. The three complement each other; none alone fully describes the customer experience.
There is no magic universally valid number: the more respondents, the more stable the score. A survey of dozens of people can shift far just because a few respondents change their minds, while hundreds of respondents give a more stable picture. Besides count, representativeness matters too — make sure respondents reflect your customer population, not just the most satisfied or most disappointed.
First, the passive group (scores 7–8) does not affect the score at all, yet they are real customers. Second, scoring habits differ across cultures and countries, so cross-country comparisons need care. Third, a single number does not explain the reasons behind the score — always pair it with the open question “why?”. NPS is an educational survey metric, not a verdict on your business quality.
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