Answer first
What this calculator tells you
Calculate the net promoter score from counts of promoters, passives and detractors. Turn survey responses into one score you can track from quarter to quarter. Formula: NPS = % promoters (scores 9 to 10) − % detractors (scores 0 to 6). At the worked-example inputs, the net promoter score is 23.3. Holding every other input steady, moving promoters (9 to 10) from 112 to 168 moves the result from 15.4 to 29.9.
Transparent method
The formula
Turn survey responses into one score you can track from quarter to quarter.
Worked example
Example inputs
How to interpret the result
The net promoter score is the share of promoters minus the share of detractors, and passives drop out of the sum. With 140 promoters, 90 passives and 70 detractors, promoters are 46.7 percent and detractors 23.3 percent, so the score is +23. It runs from -100 to +100, and a positive score only means promoters outnumber detractors.
At the worked-example inputs the net promoter score is 23.3. It rises with promoters (9 to 10) and falls as detractors (0 to 6) and passives (7 to 8) increase.
These are planning metrics, not audited accounting or a valuation opinion.
Before you rely on it
What to check
Look at the size of the sample. A score built from a few dozen replies can swing many points from a few different answers.
The common error
Where people go wrong with net promoter score calculator
Reading the score as a percentage. It is a difference of two percentages, so +23 does not mean 23 percent of customers are happy.
Sensitivity evidence
How promoters (9 to 10) changes the net promoter score
Holding every other input at the worked-example value, moving promoters (9 to 10) from 112 to 168 moves the net promoter score from 15.4 to 29.9: a spread of 14.4, or 62% of the worked-example result.
| Promoters (9 to 10) | Net promoter score | Promoters share | Detractors share |
|---|---|---|---|
| 112 | 15.4 | 41.2% | 25.7% |
| 126 | 19.6 | 44.1% | 24.5% |
| 140worked example | 23.3 | 46.7% | 23.3% |
| 154 | 26.8 | 49.0% | 22.3% |
| 168 | 29.9 | 51.2% | 21.3% |
Every input, tested
Which input moves the net promoter score most
Of the 3 inputs, promoters (9 to 10) moves the net promoter score most (7.2 across the range tested) and passives (7 to 8) moves it least (1.4).
| Input | Tested from | To | Net promoter score at each end | Swing |
|---|---|---|---|---|
| Promoters (9 to 10) | 126 | 154 | 19.6 to 26.8 | 7.2 (31%) |
| Detractors (0 to 6) | 63 | 77 | 26.3 to 20.5 | 5.8 (25%) |
| Passives (7 to 8) | 81 | 99 | 24.1 to 22.7 | 1.4 (6.0%) |
Two variables at once
Net promoter score by promoters (9 to 10) and passives (7 to 8)
Across the grid the net promoter score runs from 14.5 to 31.6. Moving promoters (9 to 10) from 112 to 168 shifts it by 14.4 at the middle column, and moving passives (7 to 8) from 72 to 108 shifts it by 2.8 at the middle row, so promoters (9 to 10) is the bigger lever here.
| Promoters (9 to 10) \ Passives (7 to 8) | 72 | 90 | 108 |
|---|---|---|---|
| 112 | 16.5 | 15.4 | 14.5 |
| 126 | 20.9 | 19.6 | 18.4 |
| 140 | 24.8 | 23.3 | 22 |
| 154 | 28.4 | 26.8 | 25.3 |
| 168 | 31.6 | 29.9 | 28.3 |
The highlighted cell is the worked example: 23.3.
Step by step
The worked example, input by input
| Input | Value used | What it means |
|---|---|---|
| Promoters (9 to 10) | 140 | Enter the promoters (9 to 10) used in this calculation. |
| Passives (7 to 8) | 90 | Enter the passives (7 to 8) used in this calculation. |
| Detractors (0 to 6) | 70 | Enter the detractors (0 to 6) used in this calculation. |
| Net promoter score | 23.3 | |
| Promoters share | 46.7% | |
| Detractors share | 23.3% | |
Inputs, definitions and assumptions
Promoters (9 to 10)
Enter the promoters (9 to 10) used in this calculation. The prefilled worked-example value is 140.
Passives (7 to 8)
Enter the passives (7 to 8) used in this calculation. The prefilled worked-example value is 90.
Detractors (0 to 6)
Enter the detractors (0 to 6) used in this calculation. The prefilled worked-example value is 70.
How to use this calculator
- 1Verify the inputs. Gather promoters (9 to 10), passives (7 to 8) and detractors (0 to 6) from your own documents; the prefilled values are examples.
- 2Save a baseline. The worked example puts the net promoter score at 23.3. Store your own version of it as Scenario A.
- 3Test one change. Start with promoters (9 to 10), the input with the biggest effect here: moving promoters (9 to 10) from 126 to 154 takes the net promoter score from 19.6 to 26.8, a swing of 31% of the worked-example figure.
- 4Check the extremes. At half the example promoters (9 to 10) (70) the net promoter score is 0; at double (280) it is 47.7.
People also ask
Frequently asked questions
How do you calculate net promoter score?
NPS = % promoters (scores 9 to 10) − % detractors (scores 0 to 6). At the worked-example inputs the net promoter score is 23.3.
What does the net promoter score result mean?
Turn survey responses into one score you can track from quarter to quarter. At the worked-example inputs the net promoter score is 23.3. It rises with promoters (9 to 10) and falls as detractors (0 to 6) and passives (7 to 8) increase.
How much does promoters (9 to 10) change the net promoter score?
Holding every other input at the worked-example value, moving promoters (9 to 10) from 112 to 168 moves the net promoter score from 15.4 to 29.9, a spread of 14.4.
What are the limits of this net promoter score calculator?
These are planning metrics, not audited accounting or a valuation opinion. The tables on this page test promoters (9 to 10) only from 112 to 168; a value outside that range is not tabulated here.
Which input moves the net promoter score most in the net promoter score calculator?
Ranked by how far each moves the net promoter score across the range tested: promoters (9 to 10) (7.2, 31%), detractors (0 to 6) (5.8, 25%) and passives (7 to 8) (1.4, 6.0%).
If I double promoters (9 to 10) in the net promoter score calculator, does the net promoter score double?
Doubling it from 140 to 280 takes the net promoter score from 23.3 to 47.7, which is 2.05 times the worked-example figure. So the result scales almost exactly in proportion. Halving it to 70 gives 0.
How much does passives (7 to 8) matter in the net promoter score calculator?
The worked example uses 90. Holding every other input at its worked-example value, moving passives (7 to 8) from 81 to 99 takes the net promoter score from 24.1 to 22.7, a swing of 6.0% of the worked-example figure.
How much does detractors (0 to 6) matter in the net promoter score calculator?
The worked example uses 70. With the other inputs left at the worked example, moving detractors (0 to 6) from 63 to 77 takes the net promoter score from 26.3 to 20.5, a swing of 25% of the worked-example figure.
Which inputs change the promoters share in the net promoter score calculator?
At the worked-example inputs it is 46.7%. Promoters (9 to 10) takes it from 44.1% to 49.0%, passives (7 to 8) takes it from 48.1% to 45.3% and detractors (0 to 6) takes it from 47.8% to 45.6%.
Which inputs change the detractors share in the net promoter score calculator?
At the worked-example inputs it is 23.3%. Promoters (9 to 10) takes it from 24.5% to 22.3%, passives (7 to 8) takes it from 24.1% to 22.7% and detractors (0 to 6) takes it from 21.5% to 25.1%.
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Sources and evidence
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