Net Promoter Score (NPS) Calculator

The calculator has two input modes. Pick whichever matches the data you have:

1. Group counts. If your survey tool already reports promoters, passives and detractors, type the three numbers. The result updates as you type.
2. Paste 0–10 scores. If you have a column of raw answers (from a spreadsheet export, for example), copy it and paste it into the box. Commas, spaces, semicolons and new lines all work as separators. The calculator sorts every score into its group and tells you if any value was ignored because it is not a whole number from 0 to 10.

The maths runs in your browser: the calculator does not submit or save the numbers you type or paste.

The result panel shows the score, a bar with the share of each group, the formula with your numbers filled in, and how much a single response can move the score at your sample size. The defaults are an example (200 responses), so replace them with your own data.

The formula behind the calculator is:

NPS = % promoters − % detractors

where promoters answered 9 or 10 and detractors 0 to 6 on the question “How likely are you to recommend us to a friend or colleague?”. Passives (7–8) are part of the total number of responses but are not subtracted.

Example	Promoters	Passives	Detractors	Calculation	NPS
A: 200 responses	90 (45%)	70 (35%)	40 (20%)	45 − 20	25
B: 150 responses	30 (20%)	45 (30%)	75 (50%)	20 − 50	−30
C: 20 raw scores	11 (55%)	5 (25%)	4 (20%)	55 − 20	35

Example C is the sample in the “Paste 0–10 scores” tab. Example B shows that NPS can be negative: when detractors outnumber promoters, the score drops below zero, down to −100 if every respondent is a detractor.

In a spreadsheet, with scores in B2:B201: promoters =COUNTIF(B2:B201,">=9"), detractors =COUNTIF(B2:B201,"<=6"), and NPS =(promoters − detractors) / COUNT(B2:B201) * 100.

A score above 0 means promoters outnumber detractors; below 0, the reverse. Beyond that, treat any single “good score” with care: published benchmarks vary widely by industry, country and survey channel, and there is no universal standard. The full discussion is in our guide What is Net Promoter Score?.

Two checks make your result more trustworthy:

• Sample size. One detractor turning into a promoter moves the score by 200 ÷ responses: 10 points at 20 responses, 2 points at 100, 0.5 points at 400. With small samples, compare quarters instead of months.
• Like-for-like comparisons. Compare the same question, channel and audience over time. A kiosk at the exit and an email a week later reach different people and produce different scores.

A common mistake when combining results is to average the NPS of each location. That is only correct if every location has the same number of responses. Instead, add up the promoters, passives and detractors across all locations and calculate NPS once from the totals.

Example: Branch 1 has 100 responses and an NPS of 40; Branch 2 has 20 responses and an NPS of −20. The simple average is 10, but if Branch 1 had 55 promoters and 15 detractors, and Branch 2 had 4 promoters and 8 detractors, the combined NPS is (59 − 23) ÷ 120 × 100 = 30. The larger branch rightly carries more weight.

The same rule applies to combining months into a quarter or channels into a company total. Keep the raw counts, not just the scores, and the calculator above will do the rest.

A calculator is ideal for checking a survey export. Running NPS as a programme needs more: collecting answers at the moment of the experience, calculating the score by location and period automatically, and acting on every detractor while there is still time.

Qmeter does this in one platform. Surveys with a native 0–10 NPS question run on feedback kiosks (online and offline), QR codes, SMS and email campaigns and web widgets. NPS is calculated live per location, channel and service, and low scores can open a ticket with an owner and SLA automatically, as described in closed-loop feedback. See NPS software for the details.