NPS comes from one survey question: how likely are you to recommend us, from 0 to 10? Enter how many people answered in each band and get your score, from -100 to +100.
NPS calculator
Count every response in the total, including passives, even though they don't move the score up or down.
With 140 promoters, 90 passives and 45 detractors out of 275 responses, that's 51% minus 16%, so an NPS of +35. The result is a number, not a percentage, and it runs from -100 (everyone is a detractor) to +100 (everyone is a promoter).
| Group | Score | What they're assumed to do |
|---|---|---|
| Promoters | 9–10 | Buy again and recommend you |
| Passives | 7–8 | Satisfied but unenthusiastic, easily swayed by a competitor |
| Detractors | 0–6 | Unhappy, and may put others off |
NPS tells you how many people feel positive, not why. It also only hears from customers who answered a survey, which skews towards the very happy and very unhappy, and it misses everyone who never bought or quietly left.
The unprompted version of that feedback is already public. Reviews, Reddit threads and social posts describe what promoters love and detractors hate, in their own words and without a survey. Reading them next to your NPS is what turns the number into something you can act on. See how in the guide to brand sentiment analysis.
Compare your own trend
Illustrative example