About the NPS Calculator
The Net Promoter Score (NPS) is a simple yet effective way to measure customer satisfaction. Ask one question — "How likely are you to recommend us to a friend?" — on a 0–10 scale, and you'll get a score that reveals your customers' loyalty.
In this NPS calculator, you can enter the counts from your survey or paste the raw scores. We'll classify the responses and compute your NPS instantly. NPS is the percentage of promoters minus the percentage of detractors, giving a number between −100 and +100.
Don't just obsess over a single reading; track NPS over time and by segment to gain valuable insights.
How to use the NPS Calculator
- Step 1: Enter how many respondents gave 9–10, 7–8, and 0–6 (or paste a list of scores).
- Step 2: Choose whether you want to track NPS over time or by segment.
- Step 3: Click 'Calculate' to get your share of promoters, passives, and detractors, as well as your final NPS.
- Step 4: Review your results, explore the verbatim answers, and identify areas for improvement.
Tips & benchmarks
- Sample size matters — an NPS from 15 responses swings wildly. Aim for at least 100 per segment.
- Follow the score with a "why?" question; the verbatim answers are where the improvements hide.
- Use your NPS to set realistic expectations and track progress over time.
- Consider the industry benchmark for an NPS score, which varies from -10 to 100.
- NPS is just one metric; combine it with other customer feedback tools to get a comprehensive view.
Frequently asked questions
What does a good NPS score mean?
A good NPS score indicates high customer satisfaction and loyalty. Generally, an NPS above 0 is considered positive, while scores below -100 indicate significant issues.
Why are passives ignored in the NPS calculation?
Passives are neutral responses that don't lean towards promoters or detractors. Ignoring them helps to avoid skewing the results and provides a more accurate picture of customer sentiment.
Can NPS be negative?
Yes, NPS can be negative if the percentage of detractors exceeds the percentage of promoters. However, a negative score doesn't necessarily mean all is lost; it indicates areas for improvement and opportunities to enhance customer satisfaction.
How often should I track my NPS?
Track your NPS regularly to monitor changes in customer satisfaction over time. This can help you identify trends, spot issues early, and make data-driven decisions to improve your business.
Can I get a breakdown of individual responses in the NPS calculator?
Yes, our NPS calculator provides instant results with verbatim answers for each response. This allows you to gain deeper insights into customer feedback and identify areas for improvement.
What's the formula behind calculating NPS?
NPS is calculated by subtracting the percentage of detractors (0–6) from the percentage of promoters (9–10). The result is a score between −100 and +100, which represents the balance between promoter and detractor responses.
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