NPS Calculator

How it is calculated

100 × (promoters − detractors) ÷ all responses

Interpret the result in context.

NPS ranges from −100 to 100. It is a point score, not a percentage of satisfied customers. Use the same question, sample and period when comparing results. This calculator does not establish statistical significance or an industry benchmark.

Keep the source, collection period and inclusion rules alongside the result. An arithmetic calculation cannot establish whether the data represents your customers or whether a change was caused by a particular initiative.

Reference: Bain: measuring Net Promoter Score.

Choose the next question.

Use the result to decide what to investigate, then connect it to customer comments and operational observations. A single metric cannot describe the entire experience.