Net Promoter Score Calculator

How to Use the Calculator – Step-by-Step

1. Enter Number of Promoters
   Input how many customers gave a satisfaction score of 9 or 10.
2. Enter Number of Passives
   Add the count of respondents who rated your brand 7 or 8 — they won’t affect the final NPS score.
3. Enter Number of Detractors
   Input the number of customers who gave a rating between 0 and 6 — these negatively impact your score.
4. Click ‘Calculate’
   The calculator will generate your Net Promoter Score (NPS) on a scale from −100 to +100.

Tip: Use this calculator after surveys or campaigns to track sentiment trends and prioritise customer experience improvements.

Understanding Net Promoter Score

Net Promoter Score (NPS) is a widely accepted metric for evaluating customer satisfaction and loyalty. It categorises customers into:

• Promoters (9–10): Loyal fans likely to refer your business.
• Passives (7–8): Satisfied but not enthusiastic — at risk of churn.
• Detractors (0–6): Unhappy customers who may damage your brand through negative word-of-mouth.

The NPS formula subtracts the percentage of detractors from the percentage of promoters. A positive NPS is generally good, while a score above 50 is considered excellent.

Industry Benchmarks for Net Promoter Score

Note: NPS varies by industry, customer expectations, and relationship duration. Use benchmarks as directional insights, not hard targets.

Practical Example

Scenario:

You run a customer satisfaction survey and receive the following responses:

• Promoters: 120
• Passives: 30
• Detractors: 50

Calculation:

• Total Responses = 120 + 30 + 50 = 200
• NPS = ((120 − 50) ÷ 200) × 100 = (70 ÷ 200) × 100 = 35

Interpretation:

An NPS of 35 indicates a healthy level of customer satisfaction. You have more promoters than detractors, but there’s still room to improve by converting passives and addressing detractor concerns.

Tips to Use the NPS Calculator Effectively

• Run NPS surveys regularly
  Track sentiment trends over time — quarterly surveys help monitor customer experience changes.
• Segment your responses
  Break down NPS by product, service, or user segment to identify where loyalty is strongest or weakest.
• Use open-ended follow-up questions
  Ask “Why did you give this score?” to understand what drives promoters and detractors.
• Prioritise detractor feedback
  Fix pain points revealed by low scorers to prevent churn and improve product or service delivery.
• Reward and engage promoters
  Encourage referrals, testimonials, or reviews from customers who scored you 9 or 10.
• Align NPS with internal KPIs
  Use NPS alongside churn rate, LTV, or support ticket volume to build a more complete customer health score.
• Visualise changes over time
  Create dashboards that show NPS trends by month or campaign to support experience improvement strategies.

Glossary: Key terms explained

Watch how to calculate your Net Promoter Score (NPS) and measure customer loyalty effectively