NPS calculator: net promoter score calculation in seconds
This free NPS calculator does the net promoter score calculation for you. Type how many promoters, passives and detractors you have, or paste your raw 0 to 10 survey scores, and see your score, the response mix and the exact formula.
Your survey results
Your Net Promoter Score
Enter your survey results and press Calculate NPS. Your score, the response mix and the formula appear here.
How net promoter score calculation works
Net Promoter Score comes from one survey question: "On a scale from 0 to 10, how likely are you to recommend us to a friend or colleague?" The method was introduced by Fred Reichheld in the Harvard Business Review in 2003. Every answer falls into one of three groups:
- Promoters answer 9 or 10.
- Passives answer 7 or 8.
- Detractors answer 0 to 6.
Calculating the net promoter score takes two steps. To calculate the net promoter score, divide each group by the total number of responses to get percentages, then subtract the detractor percentage from the promoter percentage:
Passives never appear in the subtraction, but they do count in the total, so they pull both percentages toward zero.
A worked example
Say 200 customers answered your survey. Here is the NPS score calculation step by step:
| Group | Scores | Responses | Share |
|---|---|---|---|
| Promoters | 9 to 10 | 110 | 55% |
| Passives | 7 to 8 | 60 | 30% |
| Detractors | 0 to 6 | 30 | 15% |
| Total | 0 to 10 | 200 | 100% |
55% promoters minus 15% detractors gives an NPS of +40. Enter 110, 60 and 30 in the calculator above to check it.
Calculating NPS on a 10-point or 5-point scale
The standard question uses an 11-point scale from 0 to 10. If your survey runs from 1 to 10, the same groups still work (9 to 10 promoters, 7 to 8 passives, 1 to 6 detractors), but your scores are not strictly comparable with surveys that include 0.
There is no official way to calculate a net promoter score on a 5-point scale. If you need a rough equivalent, you could treat 5 as a promoter, 4 as a passive and 1 to 3 as detractors, but report it as its own metric rather than as NPS. For satisfaction ratings on a 1 to 5 scale, the CSAT calculator is the better fit.
Employee NPS calculation
Employee NPS (eNPS) uses the same math with a different question, usually "How likely are you to recommend this company as a place to work?". Count promoters, passives and detractors among your employees' answers and use the calculator exactly the same way.
What to do after you calculate NPS
The score tells you where you stand. The comments behind it tell you what to fix. A few habits help:
- Follow up with detractors quickly. A personal reply from a real person often turns a complaint into a fixable ticket.
- Tag the reasons people give, so you can see which problems come up most often.
- Ask promoters what they like most and reuse their words in your help articles.
In Kora Reply, every follow-up becomes a ticket with an owner and a status, and your best answers can be saved as saved replies so the whole team replies consistently.
Frequently asked questions
NPS = percentage of promoters (scores 9 and 10) minus percentage of detractors (scores 0 to 6). Passives (7 and 8) count toward the total number of responses but are not added or subtracted. The result is a number from -100 to +100.
Yes. If more people answer 0 to 6 than 9 or 10, the score is below zero. The lowest possible score is -100 (everyone is a detractor) and the highest is +100 (everyone is a promoter).
No. It is calculated from two percentages, but the result is reported as a plain number, so a score of 40 is written as 40 or +40, not 40%.
The fewer responses you have, the more one person moves the score. With 20 responses, a single detractor who becomes a promoter changes your NPS by 10 points; with 200 responses, by 1 point. Track the trend over several survey rounds rather than reacting to one small batch.
If your 0 to 10 scores are in column A, use =(COUNTIF(A:A,">=9")-COUNTIF(A:A,"<=6"))/COUNT(A:A)*100. You can also paste the same column into the Paste scores tab of this calculator.
Any score above 0 means you have more promoters than detractors. What counts as good varies a lot by industry and by how you survey, so the most useful comparison is your own score over time. If you compare against a benchmark, use a published one for your industry and survey method.
No. The calculation runs entirely in your browser. Nothing you type or paste is sent to Kora Reply or saved anywhere.
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