Nps Formula
The Net Promoter Score (NPS) formula calculates customer loyalty by subtracting the percentage of detractors from the percentage of promoters, providing a key indicator of growth potential.
Bottom Line
The Net Promoter Score (NPS) formula calculates customer loyalty by subtracting the percentage of detractors from the percentage of promoters, providing a key indicator of growth potential.
Net Promoter Score (NPS) Calculator
Calculate NPS from promoter, passive, and detractor counts with benchmark context and action guidance.
On This Page
Formula
Copy the exact expression or work through it step by step below.
NPS = Promoters Percent - Detractors Percent Variables
NPS
NPS
The Net Promoter Score, ranging from minus 100 to plus 100. It is a net count of advocates over critics, not an average rating; anything above 0 means more promoters than detractors.
PP
Promoters Percent
The percentage of respondents scoring 9 or 10 (promoters). Loyal customers likely to refer others.
DP
Detractors Percent
The percentage of respondents scoring 0 to 6 (detractors). Unhappy customers who may churn or warn others. Passives (7 to 8) are excluded from both sides.
Step By Step
- 1
Set the baseline case with the real calculator inputs.
Promoters = 120, Passives = 45, Detractors = 35, Industry = SaaS
- 2
Bucket every response into promoters (9 to 10), passives (7 to 8), and detractors (0 to 6), then convert promoter and detractor counts to percentages of all respondents.
Of 200 responses, 120 promoters and 35 detractors are 60% and 17.5%.
- 3
Apply the formula and read the first calculator outputs, not just the headline assumption.
The calculator lands with total responses at 200 and nps score at 42.5.
- 4
Re-run on a meaningful sample size, since a handful of responses can swing NPS wildly and make a flattering score unreliable.
With only 20 responses, two extra detractors move the score by 10 points.
Worked Example
Nps sample case
Promoters
120
Passives
45
Detractors
35
Industry
SaaS
NPS = Promoters Percent - Detractors Percent using promoters 120, passives 45, detractors 35, industry SaaS.
The calculator lands with total responses at 200 and nps score at 42.5.
Common Variations
Try These Tools
Run the numbers next
Sources & References
- The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World — Harvard Business Review Press
- What is a good Net Promoter Score? Benchmarks, best practices, and more — Bain & Company
Related Content
Keep the topic connected
Net Promoter Score Examples
Explore diverse Net Promoter Score examples from SaaS to e-commerce, revealing how key customer feedback drives strategic business growth and product.
How to Use Net Promoter Score (NPS) Calculator
Quickly calculate your Net Promoter Score (NPS) to gauge customer loyalty and predict business growth. Understand how promoters, passives, and detractors.
What Is Churn Rate? Simply Explained
Understand Churn Rate, a vital SaaS metric, with a clear definition, formula, real-world examples, and strategies to improve customer retention and revenue.