NPS Calculator (Net Promoter Score)
This NPS calculator works out the Net Promoter Score either from the number of promoters, passives and detractors or straight from individual 0–10 ratings. Example: 55 promoters, 30 passives and 15 detractors give an NPS of 40.
Example: Input: Counts per group · Promoters (rating 9–10) 55 · Passives (rating 7–8) 30 · Detractors (rating 0–6) 15 → Result: NPS = 40. Source: Reichheld FF. The One Number You Need to Grow. Harvard Business Review, Dezember 2003 (Definition: Promotoren 9–10, Passive 7–8, Detraktoren 0–6). Updated: .
How it is calculated
The Net Promoter Score (NPS) is the percentage of promoters minus the percentage of detractors – a measure of how willing customers are to recommend you. It rests on one question: “How likely is it that you would recommend us to a friend or colleague?” People answer on a scale from 0 (not at all likely) to 10 (extremely likely). Fred Reichheld introduced the method in the Harvard Business Review in 2003.
Formula
Responses fall into three groups: promoters (9 or 10), passives (7 or 8) and detractors (0 to 6). NPS = % promoters − % detractors. Passives only count towards the total. The result is a number between −100 (all detractors) and +100 (all promoters) and is quoted without a percent sign.
Worked example
Out of 100 respondents, 55 are promoters, 30 are passives and 15 are detractors. Promoters: 55 ÷ 100 = 55%. Detractors: 15 ÷ 100 = 15%. NPS = 55 − 15 = 40. Raw scores work the same way: the ten ratings 10, 9, 9, 8, 7, 10, 6, 3, 9, 8 contain 5 promoters, 3 passives and 2 detractors, so 50% − 20% = an NPS of 30.
- A positive NPS means there are more promoters than detractors.
- Passives lower the NPS indirectly, because they shrink the shares of the other two groups.
- Two very different distributions can produce the same NPS, so the table is worth a look.
Frequently asked questions
How do you calculate NPS?
Take the percentage of promoters (ratings 9–10) and subtract the percentage of detractors (0–6). With 55% promoters and 15% detractors the NPS is 40.
What is a good NPS?
Anything above 0 means promoters outnumber detractors. What counts as good varies widely by industry and country, so compare with competitors in your sector and with your own trend.
Why are passives left out?
They are seen as satisfied but not enthusiastic. They do not appear in the subtraction, but they are in the denominator and therefore reduce both percentages.
Can NPS be negative?
Yes. If there are more detractors than promoters, the NPS is below 0; the lowest possible value is −100.
Sources and legal basis
- Reichheld FF. The One Number You Need to Grow. Harvard Business Review, Dezember 2003 (Definition: Promotoren 9–10, Passive 7–8, Detraktoren 0–6)
- Wikipedia – Net promoter score
As of: · Editorial policy
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