Ondřej Borovička

NPS Calculator.

Calculate your Net Promoter Score in seconds.

Enter how many customers answered 0–6 (Detractors), 7–8 (Passives) and 9–10 (Promoters). The calculation runs only in your browser; no data is sent anywhere.

What should you enter? The number of responses in each group. Totals from your survey or CRM are enough.

Your NPS—

Enter response counts or click “Try sample data”.

Let’s take it a step further.

In the wider context

The number alone is a little dry. It gets interesting when you see how it changes over time, what moves it up or down, and where points are lost along the customer journey.

Illustrative dashboard · fictional data, unrelated to your calculation

Why did NPS fall by four points in June?

The overall number only says that something happened. Break it down and the story appears: registration and onboarding changed in June. New customers are getting lost, ease of use is falling, while existing customers have noticed nothing.

NPS trend

Last six months · down four points in June+26Jan+29Feb+32Mar+35Apr+38May+34Jun−4 pts

NPS drivers

Impact on NPS · six-month trend
Ease of use-2
Problem resolution+10
Communication+5
Speed+6
Price+1

Where is the problem?

NPS by segment · June
New customers
+6
Existing
+42
Premium
+56
Digital only
+31

Which journey needs attention?

NPS by moment of truth · June
Onboarding
-8
Using the service
+41
Support
+34
Complaint handling
+28
Renewal
+39

Would you like to see this in your data?

The score is only the start. Connect it with customer journeys, segments and business results, and it begins to show what to do next. I would be happy to look at it with you.

Let’s look at your NPS →

How is NPS calculated?

Net Promoter Score is based on the question “How likely are you to recommend us?” on a 0–10 scale. Responses fall into three groups:

  • 0–6 Detractors — unhappy customers, with a risk of churn and negative word of mouth
  • 7–8 Passives — satisfied, but easily won over by competitors
  • 9–10 Promoters — loyal customers who recommend you

NPS formula: % Promoters − % Detractors

The result ranges from −100 to +100. Passives do not enter the formula directly, but they reduce the share of both outer groups.

NPS example: 100 respondents, 20 Detractors, 30 Passives and 50 Promoters. NPS = 50% − 20% = +30.

What the score does not tell you

NPS is an outcome metric. The score alone does not show:

  • why it changed,
  • where the problem occurs in the customer journey,
  • which moment of truth drives the result,
  • what the company should change,
  • how customer experience affects the business.

That is why NPS is combined with customer, operational and business metrics. My related articles are available in Czech:

What next?

Not sure how to get more from your score or use it next? I would be happy to look at it with you.

Discuss your NPS →More CX tools →