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NPS calculator
Enter your survey answers and see your Net Promoter Score: the share of promoters minus the share of detractors, from -100 to +100.
The numbers filled in are an example. Nothing you enter leaves your browser.
- Promoters
- 62% · 62
- Passives
- 23% · 23
- Detractors
- 15% · 15
62% promoters minus 15% detractors, from 100 answers.
How NPS works
The Net Promoter Score comes from one question: “How likely are you to recommend us to a friend?” answered from 0 (not at all likely) to 10 (extremely likely).
- Promoters score 9 or 10. They're your fans.
- Passives score 7 or 8. Satisfied, but not excited.
- Detractors score 0 to 6. Unhappy enough to warn people off.
NPS = % promoters − % detractors. Passives count toward the total but not the score. 60 promoters, 25 passives and 15 detractors out of 100 answers is 60% − 15% = +45.
What's a good score?
Below 0: needs work
More detractors than promoters. Read the comments from low scores first; there's usually one or two fixable problems.
0 to 49: good
More fans than critics. Most small businesses land here. Follow up on detractors to move up.
50 and up: great
People are recommending you. Ask promoters for reviews and referrals while they're happy.
Get better answers
Ask right after the visit
A QR code at the register or a link in the receipt gets answers while the experience is fresh.
Always ask why
Follow the score with "What's the main reason for your score?" The reasons tell you what to fix.
Follow up on low scores
A call to a detractor who left an email often wins them back.
Watch the trend
Your score week by week matters more than any single number.
Questions
How do you calculate NPS?+
Subtract the percentage of detractors (scores 0 to 6) from the percentage of promoters (scores 9 and 10). Passives (7 and 8) count toward the total only. The result runs from -100 to +100.
Is NPS a percentage?+
No. It's a number from -100 to +100, even though it's calculated from two percentages.
How many answers do I need?+
You can calculate it from any number, but with fewer than about 30 answers it swings a lot. Watch the trend over time.
Do passives affect the score?+
Only indirectly: they're part of the total, so more passives make both percentages smaller.
Is my data saved?+
No. The calculator runs in your browser and nothing you enter is sent anywhere.
Skip the spreadsheet next time
TicketStacker surveys ask the NPS question right after a visit (a QR code at the counter, the link in your own receipt) or of your team, and work out your score for you.
Collecting complaints and compliments too? Try the free customer feedback form template.
Ask customers how you did, in 30 seconds
Free while we build TicketStacker with a small group of businesses.