Work out your Net Promoter Score
Enter your promoters, passives and detractors — the calculator returns the Net Promoter Score for your survey instantly.
How likely are you to recommend us to a friend or colleague?
Calculate NPS
Enter how many answers fall into each group.
Total answers
0
Your Net Promoter Score
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NPS = % promoters − % detractors. Passives raise the total but do not count towards either side.
Measure your NPS with real customer data
Use the ready-made NPS template from empirio.ai, send the recommendation question to your customers, and watch promoters, passives and detractors break out automatically — in real time, hosted in the EU.
- A ready-made NPS template in two minutes
- Automatic analysis and benchmarking
- A follow-up question for detractors
What is the NPS?
The Net Promoter Score — NPS for short — is a measure of customer satisfaction and willingness to recommend. It comes from a single question: how likely someone is to recommend a product or service. The answers produce a number between −100 and +100 that shows at a glance whether promoters outnumber detractors.
How is the NPS calculated?
Answers on the 0-to-10 scale fall into three groups. Promoters (9–10) are loyal enthusiasts who actively recommend you. Passives (7–8) are satisfied but unenthusiastic, and easily won over by a competitor. Detractors (0–6) are unhappy and can spread negative word of mouth. The NPS is the percentage of promoters minus the percentage of detractors. Passives dilute the result because they raise the total without contributing to either side. The score always lands between −100 and +100 and is written without a percent sign.
What counts as a good NPS?
Anything above 0 means you have more promoters than detractors. From roughly +30 the score is considered good, from +50 very good and from +70 excellent. Negative values point to a satisfaction problem. Bain & Company, where the NPS was developed, draws the lines differently — there, any score above 0 already counts as good. So compare your NPS against your own history rather than against benchmarks alone: a rising trend across several measurements says more than any single number.
NPS ranges at a glance
| NPS range | Rating |
|---|---|
| +70 to +100 | Excellent |
| +50 to +69 | Very good |
| +30 to +49 | Good |
| 0 to +29 | Room to improve |
| −100 to −1 | Critical |
Common questions
How is the NPS calculated?
NPS = the share of promoters (9–10) as a percentage minus the share of detractors (0–6) as a percentage. Passives (7–8) only count towards the total. The result lands between −100 and +100 and is written without a percent sign.
What is a good NPS?
Above 0 means more promoters than detractors. From 30 the score counts as good, from 50 as very good and from 70 as excellent. What matters most is your industry and the trend over time.
How many answers do I need?
The NPS settles down at around 100 answers. For a first read, 30 to 50 often suffice — the smaller the sample, the more the score swings.
Can I run NPS surveys with empirio.ai?
Yes, with a ready-made NPS template including the follow-up question. The breakdown into promoters, passives and detractors happens automatically and in real time — hosted in the EU.