# What is my NPS score?

Computes the Net Promoter Score (percent of promoters minus percent of detractors) from survey counts, or the promoters or detractors a target score needs.

- Page: https://www.acalculator.org/finance/nps-calculator
- JSON spec: https://www.acalculator.org/finance/nps-calculator.json
- Version: 849ffac8f4b2

## Default answer

Example with the default inputs (Promoters (9 or 10) 50, Passives (7 or 8) 30, Detractors (0 to 6) 20): 50 promoters, 30 passives and 20 detractors give an NPS of 30.

## Inputs

| Key | Label | Description |
| --- | --- | --- |
| promoters | Promoters (9 or 10) | How many people answered 9 or 10. |
| passives | Passives (7 or 8) | How many people answered 7 or 8. |
| detractors | Detractors (0 to 6) | How many people answered 0 to 6. |
| nps | NPS | The Net Promoter Score: percent of promoters minus percent of detractors, from −100 to 100. |

## Outputs

| Key | Label | Description |
| --- | --- | --- |
| promoters | Promoters (9 or 10) | How many people answered 9 or 10. |
| passives | Passives (7 or 8) | How many people answered 7 or 8. |
| detractors | Detractors (0 to 6) | How many people answered 0 to 6. |
| nps | Your NPS | The Net Promoter Score: percent of promoters minus percent of detractors, from −100 to 100. |
| total | Responses | Promoters, passives and detractors added up. |
| promoterShare | Promoters | Promoters as a percent of all responses. |
| passiveShare | Passives | Passives as a percent of all responses. |
| detractorShare | Detractors | Detractors as a percent of all responses. |

## Method

NPS = 100 × (P − D) ÷ (P + A + D), where P is the number of promoters (9 or 10), A of passives (7 or 8) and D of detractors (0 to 6).

## Assumptions

- Answers come from the 0 to 10 question “How likely are you to recommend us to a friend or colleague?”.
- Promoters answered 9 or 10, passives 7 or 8, detractors 0 to 6. Passives count in the total only.
- A solved count can be a fraction: round it up to the next whole person to reach the score.

## Worked examples

1. promoters = 120, passives = 50, detractors = 30 gives nps = 45, total = 200, promoterShare = 60%, passiveShare = 25%, detractorShare = 15%. Source: Bain & Company formula (% promoters − % detractors); hand calculation in content.mdx: 60% − 15% = 45.
2. promoters = 10, passives = 20, detractors = 30 gives nps = -33.333333. Source: hand calculation in content.mdx: 100 × (10 − 30) ÷ 60 = −33.33.
3. nps = 50, passives = 20, detractors = 10 gives promoters = 50, total = 80. Source: hand calculation in content.mdx: P = (100 × 10 + 50 × 30) ÷ (100 − 50) = 50; check 100 × (50 − 10) ÷ 80 = 50.
4. nps = 0, promoters = 25, passives = 50 gives detractors = 25. Source: hand calculation in content.mdx: D = (100 × 25 − 0 × 75) ÷ 100 = 25.

## FAQ

### How do you calculate NPS?

Ask "How likely are you to recommend us to a friend or colleague?" on a scale of 0 to 10. Count promoters (9 or 10), passives (7 or 8) and detractors (0 to 6). NPS is the percent of promoters minus the percent of detractors. For example, 120 promoters, 50 passives and 30 detractors out of 200 give 60% − 15% = 45.

### What is the range of a Net Promoter Score?

From −100 (every answer is a detractor) to 100 (every answer is a promoter). A score above 0 means you have more promoters than detractors.

### Do passives count in NPS?

Passives do not add to or subtract from the score directly, but they count in the total number of responses. More passives with the same promoters and detractors pull the score toward 0.

### How many promoters do I need to reach a target NPS?

Enter the target score, your passives and your detractors, and leave promoters empty. The calculator uses P = (100 × D + NPS × (A + D)) ÷ (100 − NPS). Round a fraction up to the next whole person.

### What is a good NPS?

There is no single official benchmark. Scores vary a lot by industry and by how the survey is run, so the most useful comparison is with your own past scores and with others in your industry that measure the same way.

### Is this the Indian National Pension System (NPS) calculator?

No. This page is for the Net Promoter Score, a customer survey measure. The National Pension System in India is a retirement savings scheme with its own rules.

## Sources

- Reichheld, F. F. (2003). The One Number You Need to Grow. Harvard Business Review, 81(12), 46–54.
- Bain & Company, Net Promoter System: Measuring your Net Promoter Score (promoters 9 to 10, passives 7 to 8, detractors 0 to 6; NPS = % promoters − % detractors; range −100 to 100). https://www.netpromotersystem.com/about/measuring-your-net-promoter-score/
- Net Promoter®, NPS® and Net Promoter Score℠ are marks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.