NPS Calculator

How to calculate Net Promoter Score

Net Promoter Score (NPS) summarizes answers to a 0–10 recommendation question. Enter the number of responses at each score above. The calculator groups them as:

• Promoters: scores of 9 or 10
• Passives: scores of 7 or 8
• Detractors: scores from 0 to 6

The formula is:

NPS = percentage of Promoters − percentage of Detractors

Passives remain in the total response count, but they are not added to either side of the subtraction. The result ranges from −100, when every response is a Detractor, to +100, when every response is a Promoter.

NPS calculation example

Suppose 100 customers respond: 55 are Promoters, 25 are Passives, and 20 are Detractors.

NPS = 55% − 20% = 35

Report the result as 35, not 35%. Preserve the response count and distribution alongside the score so readers can judge how much evidence sits behind it.

What does an NPS score mean?

A positive score means there are more Promoters than Detractors. A negative score means the reverse. That direction is mathematically clear; labels such as “good” or “excellent” require context.

Compare results with the same question wording, audience, survey channel, customer moment, and market. Your own trend is normally more actionable than a generic benchmark drawn from a different study.

Use the score with the open-text reason behind it. The reason tells you what to protect for Promoters, what could move Passives, and what needs attention for Detractors.

Improve the quality of an NPS programme

1. Ask at a defined moment. Relationship NPS and post-interaction NPS answer different questions.
2. Keep the wording stable. A changed question or scale breaks a clean trend comparison.
3. Invite a representative group. A large response count cannot correct a systematically biased sample.
4. Ask one open follow-up. “What is the main reason for your score?” adds the context needed for action.
5. Close the loop carefully. Follow up with customers when they have agreed to be contacted and route urgent issues to the right team.
6. Track sample size and response rate. Use the sample size calculator and response rate calculator when planning and reporting.

NPS, CSAT, and response rate are not interchangeable

NPS measures stated recommendation likelihood. CSAT measures satisfaction with a defined experience. Response rate measures participation in the survey. Use each for the decision it was designed to support.

Learn how to track Shopify NPS, compare the score with contextual feedback, and connect responses to orders with UserLoop's Shopify customer-feedback software.

Source: Bain & Company, measuring Net Promoter Score. Net Promoter, NPS, NPS Prism, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. UserLoop is not affiliated with or endorsed by those organizations.

Reviewed 15 July 2026 by the UserLoop editorial team.