Free · Other calculators

Net Promoter Score from Survey Counts

Enter response counts for ratings 0–10 to calculate NPS, promoter, passive and detractor totals and their response shares.

  • Formula & worked example
  • Private in your browser
  • No signup
Go to tool

Calculator inputs

Loading calculator…

How to use this calculator

  1. Enter the known values in the units shown. Results update as you type.
  2. Where results are editable, change one to solve backwards. Lock a value to hold it fixed.
  3. Use the worked example to check the method. Reset restores the starting fields.

Use the result with context

Results are estimates for planning and education. Confirm rates, taxes, fees, and legal requirements with the relevant institution or a qualified professional before making a financial decision.

Formula and method

Among 100 responses, 60 promoters, 20 passives and 20 detractors give NPS 40: 60% minus 20%. The chart displays all three groups.

NPS = 100 × (promoters − detractors) / total responses

Worked example

Enter these known values and leave the other values blank.

Score 0 😒
20 response(s)
Score 1 😒
0 response(s)
Score 2 😒
0 response(s)
Score 3 😒
0 response(s)
Score 4 😒
0 response(s)
Score 5 😒
0 response(s)
Score 6 😒
0 response(s)
Score 7 😐
20 response(s)
Score 8 😐
0 response(s)
Score 9 😍
0 response(s)
Score 10 😍
60 response(s)
Promoters: ratings 9–10
60 response(s)
Passives: ratings 7–8
20 response(s)
Detractors: ratings 0–6
20 response(s)
Total response count
100 response(s)
Net Promoter Score
40

Assumptions and limitations

  • Enter one nonnegative whole count per rating, including zero for unused ratings. At least one response is required. Use each valid response once.
  • Ratings 9–10 are promoters, 7–8 are passives and 0–6 are detractors. Passives remain in the denominator even though they are not subtracted or added in the numerator.
  • NPS ranges from −100 to 100 score points. It is not the percentage of satisfied customers. Compare surveys with consistent questions, sampling and time periods.
  • The displayed bands describe only the numeric score. They do not establish an industry benchmark, prove causation or show statistical confidence. No sampling margin of error is calculated.

Common questions

Why do passive responses affect NPS?

They count toward the total response denominator. Adding passives without changing promoter or detractor counts moves a nonzero score toward zero.

Can NPS be calculated from group totals?

Yes. Enter promoter, passive and detractor totals instead of individual rating counts. The same three-group formula is used; do not enter conflicting aggregate and detailed counts.

References

Bookify requires whole, nonnegative response counts, at least one response and a score within −100 to 100, with exact numeric message boundaries.

Explore other calculators or browse all finance calculators.