Net Promoter Score Calculator Formula
Understand the math behind the net promoter score calculator. Each variable explained with a worked example.
Formulas Used
Net Promoter Score
nps = (promoters + passives + detractors) > 0 ? ((promoters / (promoters + passives + detractors)) - (detractors / (promoters + passives + detractors))) * 100 : 0Promoter %
promoter_pct = (promoters + passives + detractors) > 0 ? (promoters / (promoters + passives + detractors)) * 100 : 0Detractor %
detractor_pct = (promoters + passives + detractors) > 0 ? (detractors / (promoters + passives + detractors)) * 100 : 0Variables
| Variable | Description | Default |
|---|---|---|
promoters | Number of Promoters (scored 9-10) | 60 |
passives | Number of Passives (scored 7-8) | 25 |
detractors | Number of Detractors (scored 0-6) | 15 |
How It Works
How to Calculate Net Promoter Score
Formula
NPS = % Promoters - % Detractors
NPS is based on one question: "How likely are you to recommend us?" Responses fall into three groups: Promoters (9-10), Passives (7-8), and Detractors (0-6). The score ranges from -100 (everyone is a detractor) to +100 (everyone is a promoter). Passives are excluded from the final calculation but still factor into the denominator.
Worked Example
Out of 100 survey responses: 60 are promoters, 25 are passives, and 15 are detractors.
promoters = 60passives = 25detractors = 15
- 01Promoter % = 60/100 = 60%
- 02Detractor % = 15/100 = 15%
- 03NPS = 60% - 15% = 45
Ready to run the numbers?
Open Net Promoter Score Calculator