Standard Bain formula
Uses the published Net Promoter Score definition: percentage of promoters minus percentage of detractors.
Tools / NPS Calculator
NPS Calculator
Enter response counts for promoters, passives, and detractors (or each 0–10 score). Get your Net Promoter Score and a clear loyalty breakdown.
NPS = % promoters − % detractors
Enter response counts for each score from 0 to 10
0–6 7–8 9–10
Enter counts to see the result
- 1
Collect recommend scores
Ask: “How likely are you to recommend us to a friend or colleague?” on a 0–10 scale.
- 2
Enter the counts
Use bucket totals (promoters / passives / detractors) or enter each score from 0 to 10.
- 3
Read score and breakdown
NPS = % promoters − % detractors. Review the stacked breakdown to see where loyalty sits.
Why use this NPS calculator
Turn raw recommend scores into the standard loyalty index without a spreadsheet.
Visual loyalty mix
See promoters, passives, and detractors as counts, percentages, and a stacked bar, not just one number.
Runs locally
Everything calculates in your browser. We do not store your response counts.
When to calculate NPS
Quarterly loyalty check
Compare waves after a product launch, pricing change, or support overhaul.
After key touchpoints
Run transactional NPS post-purchase or post-support, plus a periodic relationship survey.
Segment deep-dives
Calculate separately by plan, region, or channel to find where loyalty breaks.
What is Net Promoter Score (NPS)?
Net Promoter Score measures how likely customers are to recommend your product or service. It starts from one question: “On a scale of 0–10, how likely are you to recommend us to a friend or colleague?”
Respondents become promoters (9–10), passives (7–8), or detractors (0–6). NPS ranges from −100 (all detractors) to +100 (all promoters).
The formula
NPS = % promoters − % detractors
Example: if 60% are promoters and 20% are detractors, NPS = 60 − 20 = 40. Passives count in the total but not in the subtraction.
NPS score benchmarks
Below 0
Needs work
0–30
Good
30–70
Great
70+
Excellent
NPS vs CSAT
NPS
- Overall willingness to recommend
- Longer-term loyalty signal
- “How likely are you to recommend?”
- Reported as a −100 to +100 index
CSAT
- Satisfaction with a specific interaction
- Short-term / transactional metric
- “How satisfied were you?”
- Reported as a percentage
Related calculators
Frequently asked questions
How do you calculate NPS?
Ask: “How likely are you to recommend us to a friend or colleague?” on a 0–10 scale.
Classify answers as promoters (9–10), passives (7–8), and detractors (0–6). Divide each count by total responses to get percentages, then:
NPS = % promoters − % detractors
Passives are included in the total but not in the subtraction. The score ranges from −100 to +100.
What's a good NPS score?
Any score above 0 means more promoters than detractors. As a rough guide: 0–30 is good, 30–70 is great, and 70+ is excellent / world-class.
Benchmarks still vary by industry. B2B scores are often higher than B2C. Your own trend line usually matters more than a published average.
How many responses do I need for a reliable NPS?
For steadier tracking, aim for about 100+ responses per wave. Smaller samples can still give directional insight, with a wider swing from week to week.
For ongoing programs, keeping sample size consistent often matters more than chasing a perfect n.
How often should I measure NPS?
Many teams measure quarterly for relationship NPS, and after key moments (purchase, support, onboarding) for transactional NPS.
Use both when you can: relationship NPS for overall loyalty, transactional NPS for specific experience fixes.
Why do passives (7–8) not count in the NPS formula?
Passives are satisfied but not enthusiastic. They rarely champion you or actively harm your reputation.
The classic formula focuses on the gap between promoters and detractors. Passives still sit in the denominator, so a large passive share can mute both percentages.
What should I do with my NPS results?
Follow up with detractors while the experience is fresh. Ask promoters for referrals or testimonials. Track the score over time so you can see whether product and support changes moved loyalty.
The number matters less than the themes and the actions you take.
Is NPS the same as CSAT?
No. NPS measures willingness to recommend. CSAT usually measures satisfaction with a recent interaction as a percentage.
Pair this page with the CSAT calculator.
Is my data uploaded?
No. Counts stay in your browser. Nothing is saved on Formms servers.
What about the NPS trademark?
Net Promoter, NPS, and Net Promoter Score are registered trademarks of Bain & Company, Inc., Fred Reichheld, and Satmetrix Systems, Inc. This page is an independent free calculator that applies the publicly documented formula.
Can Formms collect NPS for me?
Yes. Build an NPS question in Formms, share a short link or QR, then paste the tallies back here anytime.
Related guide: How to collect customer feedback with a QR code. Collecting fresh survey responses? Try Formms for a form with a short link and QR.
Collect the responses on your phone next.
Formms builds the survey from a prompt, then you can paste counts back into these calculators anytime.
View a demo form →