Net Promoter Score (NPS) Calculator

NPS Calculator

Number of Promoters (9-10)

Number of Passives (7-8)

Number of Detractors (0-6)

NPS Results

Total Responses:

Promoters (9-10):

0.00%

Passives (7-8):

0.00%

Detractors (0-6):

0.00%

NPS Score:

Step 1 - Enter the number of promoters — customers who gave a score of 9 or 10 and are likely to recommend your brand to others.

Step 2 - Enter the number of passives — customers who scored 7 or 8 and are satisfied but not enthusiastic enough to actively recommend you.

Step 3 - Enter the number of detractors — customers who scored 0 to 6 and are unlikely to recommend you or may spread negative feedback.

Step 4 - Instantly see your NPS score, percentage breakdown by group, and an interpretation of what your score means for your business.

NPS Calculator FAQs

What is Net Promoter Score (NPS)?

Net Promoter Score is a metric that measures customer loyalty by asking one question: how likely are you to recommend this company to a friend or colleague? Responses on a 0–10 scale are used to classify customers as promoters, passives, or detractors, and the score is calculated from there.

What is the formula for calculating NPS?

NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. Passives are counted in the total respondents but do not directly affect the score. The result is a number between -100 and +100.

What do promoters, passives, and detractors mean?

Promoters (9–10) are loyal customers who actively recommend your brand. Passives (7–8) are satisfied but indifferent and can be swayed by competitors. Detractors (0–6) are unhappy customers who may spread negative word of mouth. Your NPS reflects the balance between your promoters and detractors.

What is a good NPS score?

Any score above 0 means you have more promoters than detractors. A score above 50 is considered excellent, and above 70 is outstanding. However, what counts as good varies by industry — the most important benchmark is consistent improvement in your own score over time.

Can an NPS score be negative?

Yes. If your percentage of detractors exceeds your percentage of promoters, your NPS will be negative. A negative score is a strong signal that customer experience issues need immediate attention, as unhappy customers are more likely to churn and share negative feedback with others.

What is the difference between NPS and CSAT?

NPS measures overall customer loyalty and the likelihood of recommendation — it is a relationship metric that predicts long-term growth. CSAT (Customer Satisfaction Score) measures satisfaction with a specific interaction or transaction. Both are useful but answer different questions about the customer experience.

How often should I measure NPS?

For overall brand loyalty, measuring quarterly or twice per year is common. For transactional NPS — sent after a purchase or support interaction — you can measure continuously. The key is consistency so you can track trends and measure the impact of changes to your product or customer experience over time.

What should I do after calculating my NPS?

Follow up with each segment. Thank promoters and encourage them to leave reviews or refer others. Engage passives to understand what would improve their experience. Reach out to detractors quickly to address their concerns and attempt to recover the relationship before they churn or share negative feedback.

How many responses do I need for a reliable NPS?

There is no universal minimum, but most practitioners recommend at least 100 responses for statistical reliability. Fewer responses can produce a score that swings significantly with each new respondent. The larger and more representative your sample, the more accurately your NPS reflects your true customer sentiment.

Is the Yotpo NPS Calculator free to use?

Yes, this NPS Calculator is completely free to use. For tools that help you actively improve your NPS through loyalty programs, customer reviews, and personalized marketing, check out Yotpo's retention platform here.