Group recommendation scores
Count 9–10 responses as promoters, 7–8 as passives and 0–6 as detractors.
Free NPS calculator
Enter the three response groups from your 0–10 recommendation survey to calculate NPS instantly in your browser.
NPS = percentage of promoters − percentage of detractors
Promoters score 9–10, passives 7–8 and detractors 0–6. Passives are included in the total response count but not directly in the subtraction.
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Try SupoviaHow the NPS calculation works
Calculate group percentages
Divide each group count by all valid responses from the same survey period.
Subtract detractors from promoters
Subtract the detractor percentage from the promoter percentage and round the score to a whole number.
What the NPS number means
NPS is a score from −100 to 100 based on a specific 0–10 recommendation question. Passives affect the group percentages because they are part of the total, even though they are not subtracted directly.
The score does not explain why customers answered as they did. Use follow-up feedback and consistent survey sampling to add context.
Compare consistent surveys
Keep the question wording, audience, channel and measurement window stable. Changes to any of these can move the score independently of the customer experience.
Segment and retain the underlying survey data only inside systems approved by your organization. This calculator does not upload it, except in a PDF you ask us to send you, which is not stored.
NPS calculator questions
Why are passives included?
Scores of 7 and 8 are passives. They are not added or subtracted directly, but they remain in the total response count used to calculate promoter and detractor percentages.
Why can NPS be negative?
The score is the promoter percentage minus the detractor percentage. It is negative when the detractor share is larger.
Does Supovia receive my survey counts?
Only if you ask for the PDF: it is sent to you and not stored. Otherwise counts and scores remain in your browser. Analytics receive only the tool name, the language and whether a PDF was sent, so tool usage can be measured without survey data.