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NPS Calculator (Net Promoter Score)

Calculate your Net Promoter Score in seconds. Enter how many customers answered 9-10 (promoters), 7-8 (passives) and 0-6 (detractors), or paste the raw 0-10 answers from your survey. The calculator shows your NPS and the share of each group.

Option A: counts
Option B: paste raw scores (0-10), separated by commas, spaces or new lines

If you paste scores, the counts above are ignored.

How NPS is calculated

NPS = % promoters − % detractors

  1. Count everyone who answered the question "How likely are you to recommend us to a friend or colleague?" (0-10).
  2. Promoters answered 9 or 10. Passives answered 7 or 8. Detractors answered 0 to 6.
  3. Divide promoters and detractors by the total number of answers to get percentages.
  4. Subtract the detractor percentage from the promoter percentage.

Example: 50 answers: 30 promoters (60%), 12 passives (24%), 8 detractors (16%). NPS = 60 − 16 = +44.

NPS ranges from −100 (everyone is a detractor) to +100 (everyone is a promoter). Passives count in the total, which is why they pull the score towards zero.

What is a good NPS score?

  • Above 0: more promoters than detractors.
  • Rising over time: the best sign, especially after you fix a recurring complaint.
  • Industry benchmarks differ widely by sector and country, so compare yourself with your own past results first.

Why NPS alone isn't enough

A number doesn't tell you why customers feel the way they do. Always ask a follow-up question ("What's the main reason for your score?") and read the answers, especially from detractors.

Want a satisfaction score for a single visit instead? Use the CSAT calculator.

Turn NPS into action

  1. Contact detractors quickly and fix the problem.
  2. Learn from passives: what would make them enthusiastic?
  3. Invite every customer to leave a public review, not only promoters (Google forbids selective asking).

Collect NPS and feedback automatically. Scan And Review's Survey Builder, QR codes and follow-up emails collect feedback after every visit, alert you when a customer reports a problem, and show trends in AI analytics. Start a free 14-day trial →

FAQ

How do you calculate NPS in Excel?

Count promoters with =COUNTIF(A:A,">=9"), detractors with =COUNTIF(A:A,"<=6"), total with =COUNT(A:A), then NPS =(promoters-detractors)/total*100.

Can NPS be negative?

Yes, if you have more detractors than promoters.

Is NPS a percentage?

No. It's shown as a number from −100 to +100, not a percentage.

How many responses do I need for a reliable NPS?

More answers give a more stable score. With very few answers, one person can move the score a lot.

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