Example with 100 responses
With 60 promoters, 20 passives, and 20 detractors, the math is 60% − 20% = 40. NPS is 40, without a percentage sign.
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Free online NPS calculator
Enter your promoter, passive, and detractor counts to see the score instantly. No signup, no busywork.
Total responses: 0
Transparent math
How the calculator gets the result
First, each group is divided by the total responses. Then the detractor percentage is subtracted from the promoter percentage. Passives count in the total but are not added or subtracted directly.
The range is only a reference
Sample, audience, channel, and timing change what you learn. Compare with the same survey’s history and use open responses to understand what shaped the score.
The formula and promoter, passive, and detractor grouping follow the methodology explained by Net Promoter System by Bain.
How to get more from NPS
Calculating NPS is only the first step. These tips help turn the number into actions that make a difference.
Ask the right question
The classic NPS question is: "From 0 to 10, how likely are you to recommend [company] to a friend?" Simple, direct, and useful.
Add an open question
After the score, ask "Why?" That response contains the context that points to what to improve.
Segment the results
Look at NPS by product, channel, or customer type. The overall number can hide important segment differences.
Close the loop
Follow up with people who gave feedback, especially detractors. Showing that you listened can change the relationship.
Track the trend
One NPS score says little. Compare equivalent surveys in your history to see whether changes are working.
Do not force the score
Never ask customers for a high score. A manipulated NPS is useless and hides the chance to improve for real.
Frequently asked questions
Common questions about NPS and using the metric day to day.
What is NPS?
NPS (Net Promoter Score) measures recommendation intent with a simple question: "From 0 to 10, how likely are you to recommend our company?" The result ranges from -100 to +100.
How is NPS calculated?
NPS = % of Promoters − % of Detractors. Promoters score 9-10, passives 7-8, and detractors 0-6. Passives affect the percentages but do not enter the subtraction.
What is a good NPS?
There is no universal “good NPS” range. The score depends on context, audience, wording, and collection method. Compare equivalent surveys in your history and read comments before choosing the next step.
How often should I measure NPS?
Measure when the answer supports a decision. After an interaction, send when it ends; for recurring measurement, keep the interval and context consistent.
Can I calculate NPS in Freqly?
Yes. Freqly creates NPS surveys in minutes and calculates the score automatically with real-time dashboards. Create a free account and try it.
Next step
After the tool, keep going here
The calculation shows the signal. These paths turn it into a survey and a decision.
What is NPS and how do you calculate it?
Understand the math, score groups, and what the score cannot explain on its own.
Read about NPS →NPS survey template
Adapt the recommendation question to your context.
View the NPS template →NPS, CSAT, or CES?
Compare the metrics before choosing what to measure.
Compare metrics →Want to measure customer NPS?
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