What is Net Promoter Score (NPS)?
Net Promoter Score (NPS) is a single-number loyalty metric that measures how likely users are to recommend your product. You ask one question on a 0–10 scale, sort responses into promoters, passives, and detractors, then subtract the percentage of detractors from the percentage of promoters.
The standard question is: “How likely are you to recommend [product] to a friend or colleague?” on a 0–10 scale. Respondents who answer 9–10 are promoters, 7–8 are passives, and 0–6 are detractors.
NPS was created by Fred Reichheld at Bain & Company (2003) as a practical way to track recommendation intent over time.
NPS formula
The Net Promoter Score formula is simple. Passives count toward your total responses (they change the percentages) but they do not appear as a separate term in the formula. The result ranges from −100 to +100.
NPS = % Promoters − % Detractors
% Promoters = promoters ÷ total responses × 100 · % Detractors = detractors ÷ total responses × 100
How to calculate NPS (worked example)
Here is how to calculate NPS by hand — the same math this calculator uses:
- Collect 0–10 recommendation scores from users.
- Sort them: promoters (9–10), passives (7–8), detractors (0–6).
- Divide each group by the total number of responses to get percentages.
- Subtract the detractor percentage from the promoter percentage.
Worked example
You receive 200 responses: 110 promoters, 60 passives, and 30 detractors.
- Promoters: 110 ÷ 200 = 55%
- Detractors: 30 ÷ 200 = 15%
- Passives: 60 ÷ 200 = 30% (counted in the total only)
- NPS = 55% − 15% = 40
In a spreadsheet with scores in column A, you can approximate the same result with:
=(COUNTIF(A:A,">=9")-COUNTIF(A:A,"<=6"))/COUNT(A:A)*100
Or paste the column into the “Paste scores” tab above and let the calculator do it.
What is a good NPS score?
Anything above 0 means you have more promoters than detractors. Scores vary widely by industry, product maturity, and how (and when) you ask. The most useful benchmark is usually your own trend: is this month better than last quarter?
- Below 0: more detractors than promoters — prioritize conversations with unhappy users.
- 0 to 30: a positive baseline with room to grow.
- 31 to 70: a strong score for many SaaS teams tracking recommendation intent.
- 71 to 100: excellent and uncommon — protect what works and ask promoters for referrals.
Use this page as a free NPS score calculator, then compare waves of responses over time rather than treating a single number as a final grade.
NPS survey questions for SaaS
Start with the classic question, then always ask why. Follow-ups turn a score into actionable user feedback.
How likely are you to recommend [product] to a friend or colleague? (0–10)
Follow-up templates:
- What's the main reason for your score?
- What's one thing we could do to make [product] more valuable to you?
- What almost stopped you from signing up?
- Promoters (9–10): What should we never change? Who else on your team should try [product]?
- Passives (7–8): What would need to improve for you to give a 9 or 10?
- Detractors (0–6): What frustration should we fix first, and has it affected whether you renew?
- Which workflow in [product] creates the most friction for you today?
- If you could add one feature this quarter, what would it be?
How to collect NPS in your SaaS app
Ask after users reach activation — not during chaotic first-run onboarding. Many teams run a relationship NPS about every 90 days, with optional transactional pulses after milestones. In-app prompts catch people in context; email reaches less-active accounts. Either way, close the loop with detractors quickly.
Users who explain their score often have feature requests or bug reports worth tracking. With Project Echo, those explanations can become posts in a feedback portal with verified users and vote scoring, so the loudest theme is not lost in a spreadsheet. Read our guide to collecting user feedback for methods beyond NPS, or start a free portal from the homepage.
NPS calculator FAQ
How do I find my NPS?
Ask users “How likely are you to recommend [product] to a friend or colleague?” on a 0–10 scale. Count promoters (9–10), passives (7–8), and detractors (0–6). Enter those counts — or paste the raw scores — into this free NPS calculator to get % promoters minus % detractors.
What does NPS stand for?
NPS stands for Net Promoter Score. It is a loyalty metric created by Fred Reichheld at Bain & Company in 2003. It summarizes how likely users are to recommend your product, ranging from −100 to +100.
Can NPS be negative?
Yes. NPS can be negative when you have more detractors than promoters. A score of −100 means every respondent was a detractor; +100 means every respondent was a promoter. Anything above 0 means promoters outnumber detractors.
Do passives affect NPS?
Passives (scores of 7–8) count toward the total number of responses, which changes the promoter and detractor percentages. They do not add to either percentage in the NPS formula itself, so they dilute both sides equally.
How many responses do I need for a reliable NPS?
Treat early scores as directional. A few dozen responses can show a trend; hundreds reduce noise. Segment by plan or lifecycle stage when you can. Compare your own NPS over time rather than obsessing over a single snapshot.
NPS vs CSAT vs CES?
NPS measures recommendation likelihood on a 0–10 scale. CSAT (customer satisfaction) asks how satisfied someone is with a moment or product. CES (customer effort score) asks how easy it was to complete a task. Use NPS for loyalty trends and CSAT or CES for specific workflows.
How often should SaaS companies measure NPS?
Many SaaS teams run a relationship NPS every ~90 days after activation, plus optional transactional pulses after key milestones. Avoid surveying during first-run onboarding. Always follow up, especially with detractors, so the ask leads to action.
Is this NPS calculator free?
Yes. This NPS calculator is free, with no signup required. Enter promoter, passive, and detractor counts or paste 0–10 scores to calculate Net Promoter Score instantly, including the written formula and response breakdown.
Last updated: October 2026 · Author: Project Echo team