Work out your NPS in seconds.
Enter how many customers scored you 9 or 10, 7 or 8, and 0 to 6. Your Net Promoter Score updates as you type.Free, no sign-up · Updated November 6, 2026Your survey responses
Your Net Promoter Score
How NPS is calculated
NPS is the percentage of promoters minus the percentage of detractors. It comes from one question: “How likely are you to recommend us to a friend or colleague?”, answered from 0 to 10.
- Count everyone who answered. Ignore people who skipped the question.
- Group the answers: 9 or 10 are promoters, 7 or 8 are passives, 0 to 6 are detractors.
- Work out the percentage of promoters and the percentage of detractors.
- Subtract the detractor percentage from the promoter percentage.
A worked example: 200 customers answer. 120 are promoters (60%), 50 are passives and 30 are detractors (15%). The NPS is 60 minus 15, which is 45. Passives count toward the total but not toward either side.
The score runs from -100, when everyone is a detractor, to 100, when everyone is a promoter. Above 0 means promoters outnumber detractors; what counts as good depends on your sector, which what is a good NPS score covers in detail.
Frequently asked questions
Subtract the percentage of detractors (scores 0 to 6) from the percentage of promoters (scores 9 or 10). With 60% promoters and 15% detractors, the NPS is 45. Passives (7 or 8) are counted in the total but not on either side.
Above 0 means more promoters than detractors. Above 30 is commonly read as strong and above 70 as exceptional, but averages vary a lot by industry, so compare against your own category and your own trend.
Yes. When detractors outnumber promoters the score drops below 0, down to -100 if every answer is 0 to 6. A negative score usually points to a problem customers meet often, not a few unlucky cases.
NPS is built to show the balance between people likely to recommend you and people likely to warn others off. Passives are satisfied but not enthusiastic, so they add to the total and dilute both percentages without moving the score directly.
No. It is the difference between two percentages, written as a whole number from -100 to 100. An NPS of 45 is "45", not "45%".
NPS asks about the whole relationship and moves slowly. CSAT asks about one interaction, such as a support conversation, right after it ends. Support teams usually steer by CSAT and track NPS alongside it.
No. Aide asks for a 1 to 5 star rating after each chat and reports CSAT for the Aide AI Agent and for your team separately, so you can see how each one is doing. NPS surveys stay in your survey tool.
See what drives the score
Detractor comments trace back to support conversations. Aide answers them from the live order and shows CSAT for AI and your team.