How to calculate your NPS® (Net Promoter Score)

Calculating your NPS score is as simple as tallying up your responses and subtracting the percentage of detractors from the percentage of promoters. For example, if 60% of respondents are promoters, 10% are detractors, and 30% are passives, your NPS would be 60-10=50.

The score is a whole number ranging from -100 to 100 and indicates happiness with brand experience. Use the NPS online calculator below to calculate your NPS from your survey responses.

Count the responses

Add up the number of responses provided for each score.

Group the responses

Add up the total number of responses provided for each group.

Calculate your NPS

Subtract the percentage of Detractors from the percentage of Promoters.

how to calculate nps with a net promoter score formula

Calculate NPS manually with the NPS calculation

Promoters are the people who gave you a score of 9 or 10, while detractors are people who rated you a 6 or lower.

To save time, use an NPS tool that updates your score in real-time as new customer feedback rolls in.

Interpreting your NPS score

After you determine your NPS score, either by using an NPS calculator or manual calculation, it’s time to begin interpreting the data.

Interpretation methods

Interpretation methods

There are two major methods for understanding if you have a good or bad NPS score: absolute or relative. While the relative method contextualizes your score through industry NPS benchmarks, we recommend making your score an internal benchmark that you strive to perfect.

nps calculator formula example
Absolute method

Absolute method

From an absolute perspective, any score below 0 implies that your customers are more likely to warn others away from you than recommend you. With this method, use your NPS score to set a customer experience baseline that you aim to improve.

nps calculator absolute method example
Relative method

Relative method

From a relative perspective, you can look at industry NPS benchmarks to understand how much of a brand differentiator your customer experience is. For context, most companies have scores around 31 to 50, but that can vary by industry.

nps calculator relative method example

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Analyzing and acting on your NPS feedback

Calculating your score is just the first step. Delving into the open-ended qualitative feedback to understand how to improve your score is next.

Look for trends

The best NPS platforms enable you to collect NPS feedback, calculate your NPS with a built-in NPS calculator, and surface and monitor trends from your open-ended feedback. Identifying trends in your survey results will help you uncover patterns around your company’s strengths and weaknesses.

Close the loop

When customers respond to your survey, acknowledge their feedback with a “Thank you” and provide next steps. Then, turn your promoters into advocates by encouraging them to spread the word, and turn your detractors into fans by letting them know you’ve heard their feedback and will act on it.

Auditing your NPS program

Your NPS program should reflect the sentiment of your most important customers and grow with your business. If you’re not getting as much actionable feedback as you need, it’s time to perform a quarterly business review, iterate on your process, and track how your changes impact responses over time. Find ways to improve your program through sending and designing best practices or based on verbatim insight from your customers.

Increase responses

Get more responses

The impact of your NPS program relies on the quality of the feedback received. Capture critical feedback from the customers who drive your growth by testing personalized NPS survey questions for increased survey response rates.

Calculate your score with an NPS calculator and watch for trends
Expand program

Expand your program

While Net Promoter Score indicates overall customer loyalty, other customer satisfaction metrics are tailored for specific parts of the customer experience. For example, CES surveys are often used to analyze and improve customer service, and PMF surveys gather feedback on your products or services – all glean insight into how your customers feel across the customer journey and can help improve your overall NPS score.

Calculate your NPS score with an NPS calculator and use multiple survey types
Gain insights

Gain deeper insights

NPS is just the beginning. Delighted provides ways to easily test various customer experience survey distribution channels, better understand customers via custom survey research, and grow into other survey types, such as Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and more.

Discover deeper insights after using an NPS calculator

You don’t have to take our word for it

Delighted helps some of the world’s most coveted brands gather actionable customer feedback and make customer satisfaction a competitive advantage.

“Everyone at Bonobos needs a direct line to customers for feedback. I know that due to Delighted, we avoided disaster.”
“Every time we open up Delighted we find a new way to improve, which at the end of the day is why we are doing this.”
“You need users’ thoughtful, raw feedback to correct and improve experiences for all customers in the future.”