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NPS Calculator

Created by Wei Bin Loo
Reviewed by Dominik Czernia, PhD and Rijk de Wet
Last updated: May 22, 2024


With this NPS calculator, we aim to help you calculate the NPS score for your product. The NPS score is one of the best metrics to analyze your product's user happiness.

We have prepared this article to help you understand what the net promoter score is and how to calculate the NPS score. We will also demonstrate some practical examples to make sure you understand the concept thoroughly.

What is net promoter score? Net promoter score definition

The net promoter score, or NPS, is a metric used to assess the user happiness of your product. The company usually launches an NPS survey to understand user happiness. These surveys include the question, "How likely are you going to recommend this product to other people?", to which users can respond with a score from 0 to 10.

Furthermore, we use the NPS to analyze user satisfaction. The higher the score, the more satisfied the users are. The net promoter score can also be a predictor of business growth. The higher the score, the more referrals the business has for the products and the higher the growth. You can use our business budget calculator and revenue growth calculator to understand more about this topic.

Now, let's see how to calculate NPS by hand and using the net promoter score calculator.

How to calculate the net promoter score? Net promoter score formula

To understand more about the NPS calculator, let's use the following results from the NPS survey conducted by Company Alpha as an example:

Scores

# Responses

10

12

9

15

8

10

7

20

6

6

5

3

4

3

3

3

2

1

1

0

0

0

Total

73

The calculation of NPS requires four major steps:

  1. Determine the number of responses for each survey score

    The number of responses is the number of people who voted for each survey score. For our NPS survey example, you can find it above.

  2. Calculate the total number of responses

    The total number of responses is the sum of all the responses. The total responses for this example is:

    12 + 15 + 10 + 20 + 6 + 3 + 3 + 3 + 1 + 0 + 0 = 73.

    You can use our digit sum calculator to speed up this process.

  3. Calculate the number of good, neutral, and bad responses

    The number of good responses is the number of responses with scores of 9 or 10. The number of neutral responses is the number of responses with scores of 7 or 8. The number of bad responses is the number of responses with scores of 6 or lower.

    Hence:

    • good responses = 12 + 15 = 27

    • neutral responses = 10 + 20 = 30

    • bad responses = 6 + 3 + 3 + 3 + 1 + 0 + 0 = 16

  4. Calculate the net promoter score (NPS)

    The last step is to calculate the net promoter score. The NPS can be calculated using the net promoter score formula:

    NPS = good responses / total responses - bad responses / total responses

    Thus, the net promoter score is 27 / 73 - 16 / 73 = 15.068 β‰ˆ 15.

This is how we calculate the net promoter score. Note that we don't take into account the number of neutral responses for the final result.

The NPS calculator in action. What is a good NPS score?

There are promoters and demoters in an NPS survey. Promoters are users who respond with a 10 or 9 score, whereas demoters are users who respond with a score of 6 or lower. Let's say you used our NPS calculator to find your net promoter score, and you're wondering what a good NPS score is.

There are generally two ways to assess what a good net promoter score is:

  1. The absolute method indicates that any score lower than 0 is dangerous. This means that the users are more likely to warn other people away from your products than recommend them.

  2. The relative method indicates that a score that is higher than the industry benchmark is a good net promoter score. This means that your users are more satisfied with your product when compared to your competitors.

FAQ

Who are the promoters?

The promoters are the people who will promote and recommend your products to their friends and family. They are the people who give a 10 or 9 response on the 10 points rating scale.

Who are the demoters?

The demoters are the people who warn people away from your product. They are the people who give a response of 6 or lower on the 10 points rating scale.

Is NPS a good metric to measure user happiness?

Yes, NPS is one of the best metrics used to measure a product's user happiness. We collect it through conducting NPS surveys.

How should I calculate the NPS?

You can calculate the net promoter score with the following four steps:

  1. Determine the number of responses for each survey score.

  2. Calculate the total number of responses.

  3. Calculate the number of good, neutral, and bad responses.

  4. Apply the net promoter score formula:

    NPS = good responses / total responses - bad responses / total responses

What is the NPS score if there are the same number of good and bad responses?

The NPS score will be 0. You can calculate this by using this formula:

NPS = good responses / total responses - bad responses / total responses.

Wei Bin Loo
Number of responses for each survey scores
Score 10 😍
response(s)
Score 9 😍
response(s)
Score 8 😐
response(s)
Score 7 😐
response(s)
Score 6 πŸ˜’
response(s)
Score 5 πŸ˜’
response(s)
Score 4 πŸ˜’
response(s)
Score 3 πŸ˜’
response(s)
Score 2 πŸ˜’
response(s)
Score 1 πŸ˜’
response(s)
Score 0 πŸ˜’
response(s)
Responses analysis
Good responses (Promoter 😍)
response(s)
Neutral responses (Passives 😐)
response(s)
Bad responses (Detractors πŸ˜’)
response(s)
Total responses
response(s)
Net promoter score (NPS)
NPS
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