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NPS calculator
Enter how many people gave each score from 0 to 10 and get your Net Promoter Score, your promoter, passive, and detractor split, and a breakdown of every response.
Your survey responses
Enter how many people picked each score from 0 to 10.
0 responses
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Your Net Promoter Score
Waiting for responses
Your score will land somewhere between negative 100, where everyone is a detractor, and positive 100, where everyone is a promoter.
Your groups
Detractors
0 to 6
0.0%
0 responses
Unhappy customers who slow you down with churn and negative word of mouth.
Passives
7 to 8
0.0%
0 responses
Satisfied but unenthusiastic customers who are open to a competitor's offer.
Promoters
9 to 10
0.0%
0 responses
Loyal enthusiasts who keep buying and refer other people to your product.
Score distribution
How your responses spread across the 0 to 10 scale.
How NPS is calculated
Net Promoter Score comes from one question: how likely are you to recommend us to a friend or colleague, on a scale from 0 to 10. Every answer falls into one of three groups, and the score is the gap between the two ends.
STEP 1
Sort every response
Scores of 9 and 10 are promoters, 7 and 8 are passives, and everything from 0 to 6 is a detractor.
STEP 2
Turn the groups into percentages
Divide the promoters and the detractors by your total number of responses. Partial answers and skipped surveys do not count.
STEP 3
Subtract detractors from promoters
The result is a whole number between negative 100 and positive 100. It is a score, not a percentage, so never write it with a percent sign.
The formula
NPS = % promoters minus % detractors
Passives count towards your total responses but never towards the score itself, which is why 100 responses split evenly across all three groups still leaves you close to zero.
Once you have a number, the harder part is collecting it well. Read how to run NPS inside your product without annoying anyone for when to ask, who to ask, and what to do with the answers, or compare NPS with CSAT, CES, and PMF.
What is a good NPS score?
Anything above zero means you have more promoters than detractors. Beyond that, the number only really means something next to your own last measurement, because benchmarks swing hard between industries.
Needs work
From -100 to 0
You have more detractors than promoters. Find out what is going wrong first.
Good
From 0 to +30
More promoters than detractors. A solid base to build on.
Great
From +30 to +70
Well above average. Most of your customers are happy to recommend you.
Excellent
From +70 to +100
World class. Very few companies ever reach this range.
NPS questions, answered
Net Promoter Score is a single number that summarises how likely your customers are to recommend you. It comes from one question answered on a 0 to 10 scale, and it ranges from negative 100 to positive 100.
Count how many responses landed in each group, divide the promoters and the detractors by the total number of responses, then subtract the detractor percentage from the promoter percentage. A survey with 60 percent promoters and 15 percent detractors scores 45.
Passives sit in the middle by design. They still count towards your total, which dilutes both percentages, but they never add or subtract directly. That is why a large passive group pulls any score towards zero.
Aim for at least a few hundred responses before you read anything into a change. Below that, a handful of detractors can swing the score by ten points and you will end up chasing noise.
Quarterly is a good default for most products, with each user seeing the survey at most once or twice a year. Running it constantly trains people to dismiss it and gives you a trend line made of survey fatigue.
No. It is calculated from two percentages, but the result is a plain score. Writing it as 45 percent is a common mistake and makes it look like something it is not.
Run your NPS survey inside your product
Flows lets you ship an in-app NPS survey, target the right users, and collect responses without waiting on an engineering sprint.
