NPS calculator
Paste the 0–10 answers to "How likely are you to recommend us?" and this calculator returns the Net Promoter Score. If you already have the counts, enter those instead. Nothing you type leaves your browser.
Calculate your NPS
A column copied from a spreadsheet pastes straight in.
Enter answers above to see the score.
The formula
The Net Promoter Score comes from Fred Reichheld’s 2003 Harvard Business Review article, “The One Number You Need to Grow”, and the method Bain & Company publishes for it. Each respondent answers one question on a 0–10 scale. Scores of 9 and 10 are promoters, 7 and 8 are passives, and 0 to 6 are detractors.
NPS = % promoters − % detractors. Passives are part of the total, so they dilute both percentages, but they never add to or subtract from the score. The range is −100 to +100.
A worked example
Take 50 promoters, 30 passives and 20 detractors. That is 100 responses, so promoters are 50% and detractors are 20%. The score is 50 − 20 = 30.
Now take the answers 10, 10, 10, 10, 9 and 6. Five of six are promoters (83.3%) and one is a detractor (16.7%). The score is 66.7, which the calculator shows as 67. Paste those six numbers into the first tab to check it.
Before you trust the number
An NPS from a handful of responses swings widely: one answer in a group of six moves the score by about 17 points. Look at the number of responses next to the score, and treat a small sample as a direction rather than a measurement. Ask the question the same way each time, and keep the scale at 0–10 so the groups stay comparable.
The calculator does not collect anything. The numbers are processed in your browser and are not sent to Seagit or anyone else.
Collect the answers in a form
If you do not yet have the answers, the NPS survey template gives you the two fields this calculation needs: a 0–10 rating and an open “why” question. Responses land in your dashboard and export to CSV, so the scores can be pasted straight into this calculator.
Sign in to build your NPS survey on the free plan, or start from the NPS survey template.
Common questions
- What is a good NPS?
- There is no universal threshold. An NPS is only meaningful against your own history or against a comparable group of customers, so track the same question the same way over time and compare the trend rather than a single number taken from another company.
- Do passives count toward the score?
- They count toward the total but not the score. Passives answered 7 or 8, and the formula subtracts the percentage of detractors from the percentage of promoters, so a passive moves the score only by making the other two groups a smaller share of the total.
- Can an NPS be negative?
- Yes. It runs from −100, when every respondent is a detractor, to +100, when every respondent is a promoter. A score below zero means more people scored you 0–6 than 9–10.
- Why does my calculator result differ from my survey tool?
- Two common causes: one tool rounds each percentage before subtracting, or it counts a skipped answer as a zero. This calculator keeps the unrounded value and rounds only the figure it displays. Check that both used the same respondents and the same 0–10 question.