NPS: One Number From Three Groups
Net Promoter Score sorts customers into promoters, passives, and detractors, then subtracts detractors from promoters. The result fits on a scale from -100 to 100.
What is the NPS Calculator?
Enter counts of promoters, passives, and detractors, and the tool gives the NPS from -100 to 100. This is a simple score from your own survey counts, not a full customer research result, so read it alongside the comments behind it.
How to use it
- Enter promoter, passive, and detractor counts.
- Click Calculate NPS.
- Read the score alongside survey comments.
Worked example
With 60 promoters, 25 passives, and 15 detractors from 100 responses, NPS is 45.
What is a good NPS?
It depends on industry and context, so track your own trend over time rather than chasing a universal target.
Frequently asked questions
Why are passives ignored in the score?
Passives are counted in the total but add to neither side, which is why a survey with many passives gives a muted score.
Is NPS enough on its own?
No. Pair it with the reasons customers gave, or you will know the score moved without knowing why.