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Free NPS calculator

NPS calculator: work out your Net Promoter Score

Enter how many promoters, passives and detractors you have and get your NPS straight away. Below the calculator you will find the formula, a worked example and plain advice on reading the result.

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How do you calculate NPS?

Ask “How likely are you to recommend us to a friend or colleague?” on a 0–10 scale. Scores of 9–10 are promoters, 7–8 passives and 0–6 detractors. NPS is the percentage of promoters minus the percentage of detractors, so it runs from −100 to +100. Claform’s free calculator does the math for you.

Calculator

NPS calculator: work out your Net Promoter Score

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Number of people who answered 9 or 10.
Number of people who answered 7 or 8.
Number of people who answered 0 to 6.

Your Net Promoter Score

+45

Total responses
100
Promoters
60%
Passives
25%
Detractors
15%

NPS is a score, not a percentage. It runs from −100 (all detractors) to +100 (all promoters).

Formula

The NPS formula

Net Promoter Score uses one question answered on a 0–10 scale. Passives count toward the total but not toward the score itself.

NPS = % promoters − % detractors

  1. Ask “How likely are you to recommend us to a friend or colleague?” with answers from 0 to 10.
  2. Group the answers: 9–10 are promoters, 7–8 are passives, 0–6 are detractors.
  3. Divide the number of promoters by the total number of responses and multiply by 100.
  4. Do the same for detractors.
  5. Subtract the detractor percentage from the promoter percentage. The result is your NPS, a score between −100 and +100.

Worked example

Worked example: NPS from 100 responses

Say 100 customers answered your NPS question: 60 gave a 9 or 10, 25 gave a 7 or 8, and 15 gave a score from 0 to 6.

Promoters are 60 ÷ 100 × 100 = 60%. Detractors are 15 ÷ 100 × 100 = 15%. The 25 passives (25%) are part of the total but do not change the score directly.

NPS = 60 − 15 = +45. These are the numbers already loaded in the calculator above, so you can change them and watch the score move.

Now compare 20 promoters, 30 passives and 50 detractors out of 100. The score is 20 − 50 = −30. A negative NPS simply means you have more detractors than promoters.

How to read your NPS

One number is a starting point. These four checks make it useful.

  • Above zero or below

    A positive score means more promoters than detractors. A negative score means the opposite. Zero means they are balanced.

  • Your trend matters most

    Compare each NPS with your own earlier results, asked the same way to the same kind of customer. A steady rise is more meaningful than any single number.

  • Small samples move a lot

    With few responses, a handful of answers can swing the score by many points. Look at the response count before reacting to a change.

  • Read the comments

    Add an open follow-up question such as “What is the main reason for your score?” The reasons tell you what to fix or keep doing.

NPS calculator questions

What is a good NPS score?

There is no single good number. Scores vary a lot by industry, by country, by who you ask and by how and when you ask. Any score above zero means you have more promoters than detractors. The most reliable benchmark is your own history: run the survey the same way each time and aim to improve on your last result.

Can NPS be negative?

Yes. NPS runs from −100 to +100. It is negative whenever detractors (0–6) outnumber promoters (9–10). For example, 20% promoters and 50% detractors give an NPS of −30.

Is NPS a percentage?

No. It is calculated from two percentages, but the result is reported as a plain score, such as +45 or −10, not as 45%.

Why don’t passives count in the NPS formula?

Passives (7–8) are included in the total number of responses, so they lower both percentages, but they are not added or subtracted. More passives pull the score toward zero.

How many responses do I need for NPS?

More responses give a steadier score. With only a few dozen answers, a handful of people can move the score by many points. As a rough guide, the margin of error on NPS is wider than on a simple percentage because it combines two groups, so treat small changes on small samples with caution. Our sample size calculator can help you plan.

How do I calculate NPS in Excel or Google Sheets?

Put the 0–10 answers in one column. Count promoters with COUNTIF(range,">=9"), detractors with COUNTIF(range,"<=6") and the total with COUNT(range). Then calculate promoters ÷ total × 100 minus detractors ÷ total × 100.

What is the difference between NPS and CSAT?

NPS asks how likely someone is to recommend you and reflects the overall relationship. CSAT asks how satisfied someone was, usually with a specific interaction such as a purchase or a support call. Many teams use both.

Is this NPS calculator free?

Yes. It is free, needs no sign-up and runs in your browser. Nothing you enter is sent or stored.

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Ready to measure your real NPS?

Build an NPS survey with an open follow-up question, share it by link, email or QR code, and see the score and the comments in one place.

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