Free tool
NPS calculator
A free NPS calculator. Enter promoters, passives and detractors, or paste raw 0–10 scores from a CSV, and get your Net Promoter Score instantly.
Worked out in your browser. Nothing you type or paste leaves this page.
How the Net Promoter Score is calculated
The Net Promoter Score comes from one question: how likely are you to recommend us to a friend or colleague?, answered from 0 to 10. Every answer falls into one of three groups:
- Promoters answered 9 or 10.
- Passives answered 7 or 8.
- Detractors answered 0 to 6.
Your NPS is the percentage of promoters minus the percentage of detractors. Passives count towards the total but not towards either side. The result runs from −100, where everyone is a detractor, to +100, where everyone is a promoter. It's written as a whole number, not a percentage.
A worked example
Say 200 people answered: 110 promoters, 50 passives and 40 detractors. Promoters are 55% of the total and detractors are 20%, so the NPS is 55 − 20 = +35.
In Excel or Google Sheets
With the raw scores in column A, starting at A2:
=ROUND((COUNTIF(A2:A1000,">=9") - COUNTIF(A2:A1000,"<=6")) / COUNT(A2:A1000) * 100, 0)
What the number means
A score above zero means you have more promoters than detractors. The score on its own says little. It's most useful tracked over time with the same question, asked the same way, to the same kind of customer. Compare yourself with last quarter before you compare yourself with anyone else, and read the follow-up answers: they tell you why the number moved.
Collect the responses first
NPS survey template
The one-number loyalty survey, with a follow-up that changes depending on the score. 5 questions, about a minute.
Questions people ask
Is a negative NPS bad?
It means more of the people who answered are detractors than promoters. It's a signal to read the detractors' comments first. The trend matters more than any one score.
Why don't passives count?
They're in the total, so they pull both percentages towards zero, but they aren't counted on either side. The score measures the balance between people who'd recommend you and people who'd warn others off.
How many responses do I need for a reliable NPS?
More is better, but the score moves less once you have a few hundred responses. With only a few dozen, one or two answers can swing it by several points.
Where can I collect NPS responses for free?
hootform's NPS survey template asks the 0–10 question, then a follow-up that fits each group, with unlimited responses on the free plan.
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