Net Promoter Score (NPS) Calculator
Calculate Net Promoter Score (NPS) by combining promoter, passive, and detractor responses, then compare the result with an optional target benchmark.
NPS is a directional loyalty signal. Pair it with retention, renewal, or revenue metrics for decision-making.
Examples
- Promoters 550, passives 300, detractors 150, target 40 ⇒ Net Promoter Score: 40.00 points (Promoters 55.00%, Passives 30.00%, Detractors 15.00%). Target 40.00: Meets the target exactly.
- Promoters 120, passives 80, detractors 200, target blank ⇒ Net Promoter Score: -20.00 points (Promoters 30.00%, Passives 20.00%, Detractors 50.00%). Target 50.00: Below target by 70.00 points.
FAQ
Should I include passives in the NPS numerator?
No. Passives only contribute to the total response count. The numerator is promoters minus detractors.
What sample size is considered reliable?
There is no single threshold, but teams often treat fewer than 100 responses as directional and add confidence intervals for small samples.
Can I compare NPS across regions or products?
Yes, provided you use the same survey question, time window, and collection channel so the response mix stays comparable.
Why does NPS stay flat even when promoters rise?
If detractors rise at the same pace or the total response pool grows faster, the net percentage can remain unchanged.
Additional Information
- Promoters are scores of 9-10, passives are 7-8, and detractors are 0-6 on the likelihood-to-recommend question.
- NPS is a percentage-point metric ranging from -100 to 100; it is not a ratio or percentile rank.
- Ensure survey sampling and response windows are consistent when comparing NPS across periods or segments.