Your numbers
Explore the numbers
Examples, chart, and saved snapshots
Start with a realistic example, adjust the inputs, or save your numbers before experimenting.
Sixty promoters, fifteen detractors, one hundred answers
Sixty people scored 9 or 10. Twenty-five scored 7 or 8. Fifteen scored 0 through 6. That is 100 responses. Promoters are 60 percent. Detractors are 15 percent.
Promoters (scores 9–10): 25% lower
Change promoters (scores 9–10) to 45 responses while keeping the other example values the same.
Promoters (scores 9–10): 25% higher
Change promoters (scores 9–10) to 75 responses while keeping the other example values the same.
Interactive chart
See what changes the result
This result is categorical, so compare the calculated values in the examples and snapshots instead.
The chart changes one input while holding all other current values steady. It is a sensitivity view, not a forecast.
Browser snapshots
Freeze these values
Save the current calculation, experiment freely, and restore it later.
No saved snapshots for this calculator yet.
Compare snapshots
What changed?
Save one more snapshot to compare plans.
Saved only in this browser. Nothing is uploaded, and clearing browser data removes the snapshots.
Quick answer
What does the Net promoter score calculate?
What is the promoter share minus the detractor share? This calculator uses promoters (scores 9–10), passives (scores 7–8), and detractors (scores 0–6) to estimate promoters minus detractors immediately in your browser.
With the values currently entered, the result is 45 — net promoter score. It also shows promoter share, detractor share, passive share, and responses.
How to use the Net promoter score
- Replace the example values with your own numbers.
- Review the result and supporting figures as they update automatically.
- Check the formula and assumptions before using the estimate for a decision.
Inputs used
- Promoters (scores 9–10) — entered in responses
- Passives (scores 7–8) — entered in responses
- Detractors (scores 0–6) — entered in responses
Net promoter score formula
NPS = (promoters − detractors) ÷ (promoters + passives + detractors) × 100. Promoters are 9–10. Passives are 7–8. Detractors are 0–6.
Assumptions
- Reichheld’s 2003 HBR paper, indexed on PubMed, writes the score as the share of customers who would recommend the company minus the share who would not, on a 0–10 question.
- Passives stay in the denominator. They are not promoters and they are not detractors, so they pull the score toward zero.
Verify the inputs
Authoritative sources
These sources explain the definitions, factors, or rules behind this tool. Their geographic scope is shown because an official source for one country is not automatically valid somewhere else.
PubMed record of Reichheld’s 2003 HBR article. The score is the share of customers who would recommend the company (promoters) minus the share who would not (detractors).
The One Number You Need to GrowHarvard Business ReviewScope: HBR December 2003; original NPS methodPromoters are scores of 9–10, passives are 7–8, and detractors are 0–6 on a “how likely are you to recommend” question. NPS is promoter share minus detractor share.
Sources do not endorse Calculum. Check the source date, scope, and your own documents before making a financial, tax, insurance, or reporting decision.
Practical guide
Net promoter score example and edge cases
Net promoter score is the share of promoters minus the share of detractors. Reichheld’s 2003 HBR paper, indexed on PubMed, uses one question: how likely are you to recommend this company, from 0 to 10. Nines and tens are promoters. Zeros through sixes are detractors.
Example: Sixty promoters, fifteen detractors, one hundred answers
Sixty people scored 9 or 10. Twenty-five scored 7 or 8. Fifteen scored 0 through 6. That is 100 responses. Promoters are 60 percent. Detractors are 15 percent.
- Promoters (scores 9–10)
- 60 responses
- Passives (scores 7–8)
- 25 responses
- Detractors (scores 0–6)
- 15 responses
Calculated result45net promoter score
60 − 15 is a score of 45. Passives stay in the denominator, so they pull the score toward zero. Lost customers in a period are the churn calculator.
Example results use the default display profile. The calculator above follows your selected country and units.
How to read the result
- Read the score first. Then check the two shares. A 45 from 60 percent promoters is a different mix from a 45 that hides a large passive block.
- Passives are not missing data. They answered 7 or 8. Leaving them out inflates the score.
Edge cases worth checking
You only surveyed happy customers
The score then describes that group, not the whole book. Reichheld’s method needs a sample of the people you actually serve.
Ten people answered
One extra detractor moves the score 10 points. Treat a tiny sample as a conversation, not a trend.
What changes the result most
Promoters (scores 9–10)
Change promoters (scores 9–10) on its own first. This shows how strongly it affects the answer.
Passives (scores 7–8)
Change passives (scores 7–8) on its own first. This shows how strongly it affects the answer.
Detractors (scores 0–6)
Change detractors (scores 0–6) on its own first. This shows how strongly it affects the answer.
Try a different scenario
Small changes show whether the answer is stable or sensitive.
Promoters (scores 9–10): 25% lower
45 responses35net promoter score
Promoters (scores 9–10): 25% higher
75 responses52net promoter score
Passives (scores 7–8): 25% higher
31 responses42net promoter score
Common mistakes
Check promoters (scores 9–10)
Reichheld’s 2003 HBR paper, indexed on PubMed, writes the score as the share of customers who would recommend the company minus the share who would not, on a 0–10 question. Make sure this matches the number you enter.
Keep detractors (scores 0–6) consistent
Passives stay in the denominator. They are not promoters and they are not detractors, so they pull the score toward zero. Use the same units and time period throughout the calculation.
Do not rely on one net promoter score scenario
Run a cautious case and an optimistic case. The range is often more useful than one exact-looking number.
Use this result well
What is the promoter share minus the detractor share?
It does not replace a quote, contract, accountant, or local employment guidance.