Net Promoter Score (NPS) Calculator
The nps calculator calculator on this page uses one primary formula—enter values using the form labels (rate, base, part, or whole) that match your problem statement..
nps calculator: use the form labels and formula on this page—confirm part vs whole before you calculate.
Net Promoter Score from survey mix. Enter the percent of respondents who are
promoters (scores 9–10) and the percent who are detractors (0–6); passive respondents (7–8) are
implied by what remains. NPS subtracts detractors from promoters on a −100 to +100 scale.
Not the same as engagement score (active stakeholders over
total map) or a plain percentage comparison of
two unrelated rates.
Fill promoter and detractor percentages below—they should each be 0–100 and realistically sum
to at most 100.
Understanding Net Promoter Score
What is NPS?
Net Promoter Score (NPS) measures customer loyalty by asking how likely
they
are to recommend your product (0-10 scale). It predicts business growth.
- Promoters (9-10): Loyal fans who drive growth
- Passives (7-8): Satisfied but vulnerable
- Detractors (0-6): Unhappy customers who hurt brand
Worked Example
Scenario: 100 responses: 60 promoters, 25
passives,
15 detractors.
Step 1: % Promoters = 60/100 = 60%
Step 2: % Detractors = 15/100 = 15%
Step 3: NPS = 60% - 15% = 45
NPS = 45 - Great score!
Industry Benchmarks
- >70: World-class (Apple, Amazon)
- 50-70: Excellent
- 0-50: Good
- <0: Needs improvement
Pro Tips
- Follow up: Ask detractors WHY they scored low
- Track trends: Monthly NPS matters more than single score
- Segment data: Break down by customer type
Measuring Customer Loyalty
Net Promoter Score (NPS) gauges customer loyalty by asking how likely they are to
recommend your product or service. It's become a standard metric for customer experience
benchmarking.
NPS Calculation
- Promoters (9-10): Loyal enthusiasts who fuel growth
- Passives (7-8): Satisfied but vulnerable to competition
- Detractors (0-6): Unhappy customers who can damage brand
- NPS: % Promoters - % Detractors (ranges -100 to +100)
NPS Benchmarks
Above 0 is acceptable. Above 30 is good. Above 50 is excellent. Above 70 is world-class.
Industry matters - utilities average lower than consumer tech. Track trends over time; a
rising NPS indicates improving customer experience.
❓ Frequently Asked Questions
What is a good Net Promoter Score (NPS)?
Generally, any score above 0 is good, above 50 is excellent, and above 70 is
world-class.
How are passives handled in NPS?
Passives (scores of 7 or 8) are excluded from the percentage calculation but are
included in the total number of respondents.
Why use percentages for NPS?
Percentages allow you to compare customer loyalty across different regions or
product lines regardless of the number of responses.
🔍 Authoritative References
For more information about professional and project management calculations, consult these
trusted sources:
