NPS Calculator
This NPS calculator turns raw survey responses into a Net Promoter Score, the standard measure of how likely your customers are to recommend you. The survey behind it asks one question: on a scale of 0 to 10, how likely are you to recommend us to a friend or colleague? Respondents who answer 9 or 10 are promoters, 7 or 8 are passives, and 0 to 6 are detractors. Enter how many responses landed in each group and the calculator works out the percentage of promoters, subtracts the percentage of detractors, and gives you a score between -100 and +100. Passives are not subtracted, but because they sit in the base they dilute both percentages and drag the score toward zero, which surprises plenty of first-time survey runners. NZ businesses use NPS to track customer sentiment between quarters, compare products or branches, and set targets for support teams, and investors often ask for it alongside churn and retention. The calculator also shows the share of each group so you can see whether a low score comes from angry detractors or a wall of lukewarm passives, which need quite different fixes. Everything updates as you type, so you can test scenarios before the next survey goes out.
60% of your 200 respondents are promoters and 10% are detractors, giving an NPS of +50. Scores above 50 are commonly read as excellent.
NPS = % promoters minus % detractors, so the score ranges from -100 (all detractors) to +100 (all promoters). Benchmarks vary widely by industry, so trend your own score over time rather than chasing a universal number.
How it works
Every response is sorted into one of three buckets by its 0 to 10 answer: promoters (9 or 10), passives (7 or 8) and detractors (0 to 6). The calculator adds the three counts to get the total number of responses, converts promoters and detractors into percentages of that total, and subtracts: NPS = % promoters - % detractors. The result is conventionally written as a whole number without a percent sign, and a plus sign is shown for positive scores. Passives never enter the subtraction, but they still matter: a survey of 10 promoters and 90 passives scores +10, not +100, because the promoter percentage is only 10%. As a rough reading, anything above 0 means recommenders outnumber critics, above 30 is commonly read as good, above 50 as excellent and above 70 as world class, though typical scores differ a lot between industries.
Worked example
Your quarterly survey collects 200 responses: 120 people score you 9 or 10, 60 score you 7 or 8, and 20 score you 0 to 6. Promoters are 120 / 200 = 60% of the base and detractors are 20 / 200 = 10%, with passives making up the remaining 30%. Your NPS is 60 - 10 = +50, right on the boundary commonly read as excellent. Notice the leverage passives give you: if next quarter you convert just 20 of those 60 passives into promoters, the score climbs to 70 - 10 = +60 without losing a single detractor.
Related calculators
- Customer Retention Rate Calculator: how many customers you keep.
- Customer Churn Calculator: the flip side of retention.
- Customer Lifetime Value Calculator: what a customer is worth.
- Activation Rate Calculator: how many sign-ups reach value.