--- generated_by: surveylegend-page-markdown title: How to Calculate NPS with NPS Examples description: Net Promoter Score or NPS helps businesses understand customer experiences. Here is how to calculate NPS using the Net Promoter Score formula. canonical: https://www.surveylegend.com/nps/how-to-calculate-nps/ --- # How to Calculate NPS (+ NPS Examples) [Create your NPS survey, it’s free!](https://www.surveylegend.com/register/) 6 min read **Published: ** August 8, 2022 **Updated: ** May 9, 2025 ![NPS Survey](https://www.surveylegend.com/wordpress/wp-content/uploads/2022/08/NPS-overlay.png) Share this article [Facebook ](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.surveylegend.com%2Fnps%2Fhow-to-calculate-nps%2F)[LinkedIn ](https://www.linkedin.com/sharing/share-offsite/?url=https%3A%2F%2Fwww.surveylegend.com%2Fnps%2Fhow-to-calculate-nps%2F)[X ](https://x.com/intent/tweet?url=https%3A%2F%2Fwww.surveylegend.com%2Fnps%2Fhow-to-calculate-nps%2F\&text=How%20to%20Calculate%20NPS%20\(%2B%20NPS%20Examples\))[Reddit](https://www.reddit.com/submit?url=https%3A%2F%2Fwww.surveylegend.com%2Fnps%2Fhow-to-calculate-nps%2F\&title=How%20to%20Calculate%20NPS%20\(%2B%20NPS%20Examples\)) Category: [NPS](https://www.surveylegend.com/category/nps/) Share: [Facebook ](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.surveylegend.com%2Fnps%2Fhow-to-calculate-nps%2F)[LinkedIn ](https://www.linkedin.com/sharing/share-offsite/?url=https%3A%2F%2Fwww.surveylegend.com%2Fnps%2Fhow-to-calculate-nps%2F)[X ](https://x.com/intent/tweet?url=https%3A%2F%2Fwww.surveylegend.com%2Fnps%2Fhow-to-calculate-nps%2F\&text=How%20to%20Calculate%20NPS%20\(%2B%20NPS%20Examples\))[Reddit](https://www.reddit.com/submit?url=https%3A%2F%2Fwww.surveylegend.com%2Fnps%2Fhow-to-calculate-nps%2F\&title=How%20to%20Calculate%20NPS%20\(%2B%20NPS%20Examples\)) AI: - [Summarize with ChatGPT](https://chat.openai.com/?q=SurveyLegend%20is%20an%20online%20survey%2C%20form%2C%20poll%2C%20and%20NPS%20platform.%0A%0APlease%20read%20and%20summarize%20this%20SurveyLegend%20article.%0A%0ATitle%3A%20How%20to%20Calculate%20NPS%20\(%2B%20NPS%20Examples\)%0ASource%3A%20https%3A%2F%2Fwww.surveylegend.com%2Fnps%2Fhow-to-calculate-nps%2F%0A%0AProvide%3A%0A1.%20A%20concise%20summary.%0A2.%20Five%20key%20takeaways.%0A3.%20Practical%20implications%20for%20the%20reader.%0A%0AUse%20the%20article%20as%20the%20primary%20source%2C%20attribute%20it%20to%20SurveyLegend%2C%20and%20include%20the%20source%20link.%20If%20you%20cannot%20access%20the%20article%2C%20say%20so%20instead%20of%20inventing%20information.) - [Summarize with Grok](https://x.com/i/grok?text=SurveyLegend%20is%20an%20online%20survey%2C%20form%2C%20poll%2C%20and%20NPS%20platform.%0A%0APlease%20read%20and%20summarize%20this%20SurveyLegend%20article.%0A%0ATitle%3A%20How%20to%20Calculate%20NPS%20\(%2B%20NPS%20Examples\)%0ASource%3A%20https%3A%2F%2Fwww.surveylegend.com%2Fnps%2Fhow-to-calculate-nps%2F%0A%0AProvide%3A%0A1.%20A%20concise%20summary.%0A2.%20Five%20key%20takeaways.%0A3.%20Practical%20implications%20for%20the%20reader.%0A%0AUse%20the%20article%20as%20the%20primary%20source%2C%20attribute%20it%20to%20SurveyLegend%2C%20and%20include%20the%20source%20link.%20If%20you%20cannot%20access%20the%20article%2C%20say%20so%20instead%20of%20inventing%20information.) - [Summarize with Google AI](https://www.google.com/search?udm=50\&aep=11\&q=SurveyLegend%20is%20an%20online%20survey%2C%20form%2C%20poll%2C%20and%20NPS%20platform.%0A%0APlease%20read%20and%20summarize%20this%20SurveyLegend%20article.%0A%0ATitle%3A%20How%20to%20Calculate%20NPS%20\(%2B%20NPS%20Examples\)%0ASource%3A%20https%3A%2F%2Fwww.surveylegend.com%2Fnps%2Fhow-to-calculate-nps%2F%0A%0AProvide%3A%0A1.%20A%20concise%20summary.%0A2.%20Five%20key%20takeaways.%0A3.%20Practical%20implications%20for%20the%20reader.%0A%0AUse%20the%20article%20as%20the%20primary%20source%2C%20attribute%20it%20to%20SurveyLegend%2C%20and%20include%20the%20source%20link.%20If%20you%20cannot%20access%20the%20article%2C%20say%20so%20instead%20of%20inventing%20information.) - [Summarize with Perplexity](https://www.perplexity.ai/search/new?q=SurveyLegend%20is%20an%20online%20survey%2C%20form%2C%20poll%2C%20and%20NPS%20platform.%0A%0APlease%20read%20and%20summarize%20this%20SurveyLegend%20article.%0A%0ATitle%3A%20How%20to%20Calculate%20NPS%20\(%2B%20NPS%20Examples\)%0ASource%3A%20https%3A%2F%2Fwww.surveylegend.com%2Fnps%2Fhow-to-calculate-nps%2F%0A%0AProvide%3A%0A1.%20A%20concise%20summary.%0A2.%20Five%20key%20takeaways.%0A3.%20Practical%20implications%20for%20the%20reader.%0A%0AUse%20the%20article%20as%20the%20primary%20source%2C%20attribute%20it%20to%20SurveyLegend%2C%20and%20include%20the%20source%20link.%20If%20you%20cannot%20access%20the%20article%2C%20say%20so%20instead%20of%20inventing%20information.) - 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Summarize with AI: - [ChatGPT ChatGPT](https://chat.openai.com/?q=SurveyLegend%20is%20an%20online%20survey%2C%20form%2C%20poll%2C%20and%20NPS%20platform.%0A%0APlease%20read%20and%20summarize%20this%20SurveyLegend%20article.%0A%0ATitle%3A%20How%20to%20Calculate%20NPS%20\(%2B%20NPS%20Examples\)%0ASource%3A%20https%3A%2F%2Fwww.surveylegend.com%2Fnps%2Fhow-to-calculate-nps%2F%0A%0AProvide%3A%0A1.%20A%20concise%20summary.%0A2.%20Five%20key%20takeaways.%0A3.%20Practical%20implications%20for%20the%20reader.%0A%0AUse%20the%20article%20as%20the%20primary%20source%2C%20attribute%20it%20to%20SurveyLegend%2C%20and%20include%20the%20source%20link.%20If%20you%20cannot%20access%20the%20article%2C%20say%20so%20instead%20of%20inventing%20information.) - [Grok Grok](https://x.com/i/grok?text=SurveyLegend%20is%20an%20online%20survey%2C%20form%2C%20poll%2C%20and%20NPS%20platform.%0A%0APlease%20read%20and%20summarize%20this%20SurveyLegend%20article.%0A%0ATitle%3A%20How%20to%20Calculate%20NPS%20\(%2B%20NPS%20Examples\)%0ASource%3A%20https%3A%2F%2Fwww.surveylegend.com%2Fnps%2Fhow-to-calculate-nps%2F%0A%0AProvide%3A%0A1.%20A%20concise%20summary.%0A2.%20Five%20key%20takeaways.%0A3.%20Practical%20implications%20for%20the%20reader.%0A%0AUse%20the%20article%20as%20the%20primary%20source%2C%20attribute%20it%20to%20SurveyLegend%2C%20and%20include%20the%20source%20link.%20If%20you%20cannot%20access%20the%20article%2C%20say%20so%20instead%20of%20inventing%20information.) - [Google AI Google AI](https://www.google.com/search?udm=50\&aep=11\&q=SurveyLegend%20is%20an%20online%20survey%2C%20form%2C%20poll%2C%20and%20NPS%20platform.%0A%0APlease%20read%20and%20summarize%20this%20SurveyLegend%20article.%0A%0ATitle%3A%20How%20to%20Calculate%20NPS%20\(%2B%20NPS%20Examples\)%0ASource%3A%20https%3A%2F%2Fwww.surveylegend.com%2Fnps%2Fhow-to-calculate-nps%2F%0A%0AProvide%3A%0A1.%20A%20concise%20summary.%0A2.%20Five%20key%20takeaways.%0A3.%20Practical%20implications%20for%20the%20reader.%0A%0AUse%20the%20article%20as%20the%20primary%20source%2C%20attribute%20it%20to%20SurveyLegend%2C%20and%20include%20the%20source%20link.%20If%20you%20cannot%20access%20the%20article%2C%20say%20so%20instead%20of%20inventing%20information.) - [Perplexity Perplexity](https://www.perplexity.ai/search/new?q=SurveyLegend%20is%20an%20online%20survey%2C%20form%2C%20poll%2C%20and%20NPS%20platform.%0A%0APlease%20read%20and%20summarize%20this%20SurveyLegend%20article.%0A%0ATitle%3A%20How%20to%20Calculate%20NPS%20\(%2B%20NPS%20Examples\)%0ASource%3A%20https%3A%2F%2Fwww.surveylegend.com%2Fnps%2Fhow-to-calculate-nps%2F%0A%0AProvide%3A%0A1.%20A%20concise%20summary.%0A2.%20Five%20key%20takeaways.%0A3.%20Practical%20implications%20for%20the%20reader.%0A%0AUse%20the%20article%20as%20the%20primary%20source%2C%20attribute%20it%20to%20SurveyLegend%2C%20and%20include%20the%20source%20link.%20If%20you%20cannot%20access%20the%20article%2C%20say%20so%20instead%20of%20inventing%20information.) - [Claude.ai Claude.ai](https://claude.ai/new?q=SurveyLegend%20is%20an%20online%20survey%2C%20form%2C%20poll%2C%20and%20NPS%20platform.%0A%0APlease%20read%20and%20summarize%20this%20SurveyLegend%20article.%0A%0ATitle%3A%20How%20to%20Calculate%20NPS%20\(%2B%20NPS%20Examples\)%0ASource%3A%20https%3A%2F%2Fwww.surveylegend.com%2Fnps%2Fhow-to-calculate-nps%2F%0A%0AProvide%3A%0A1.%20A%20concise%20summary.%0A2.%20Five%20key%20takeaways.%0A3.%20Practical%20implications%20for%20the%20reader.%0A%0AUse%20the%20article%20as%20the%20primary%20source%2C%20attribute%20it%20to%20SurveyLegend%2C%20and%20include%20the%20source%20link.%20If%20you%20cannot%20access%20the%20article%2C%20say%20so%20instead%20of%20inventing%20information.) How likely are you to recommend us to a friend or colleague? You’ve certainly seen that question before on a survey. It’s a prime example of an NPS question. Today, more and more companies are using NPS to gauge how well they’re meeting customer expectations. In this blog, we’ll look at the importance of NPS scores and how to calculate NPS. ## What is the NPS and Why Is it Important? A [Net Promoter Score (NPS)](https://www.surveylegend.com/net-promoter-score-nps-surveys/) is a metric used in customer experience programs. To arrive at an NPS, surveys will ask customers various questions about their experience with a company, product, or service. Respondents select their level of satisfaction (or another metric) on a scale of one to ten.  NPS is important because the data helps companies gauge the quality of their customer service, especially in relation to their competitors. NPS gives businesses the information they need to improve the customer experience, fix any problem areas, monitor loyalty trends, and grow revenue through referrals and upsells. The higher the NPS, the more loyal customers and enthusiastic brand advocates a company has. Read about [15 NPS Best Practices You Need to Know](https://www.surveylegend.com/nps/nps-survey-best-practices/). **Every score starts with a customer.** Ask a clear recommendation question and invite customers to explain their rating. Create your own customer loyalty survey with SurveyLegend and start for free. ## How to Calculate NPS So what is the net promoter score formula? Before we get to that, you need to understand the different categories of respondents. They are broken into three categories based upon how they scored questions, as follows: - **Promoters (score of 9 and 10).** These are your most satisfied customers and the ones most likely to become brand advocates, referring your product or service to others. - **Passives (score of 7 and 8).** These customers are generally satisfied, but they’re not going to go out of their way to promote your product or service. The good news is they also won’t speak negatively about their experience, either. - **Detractors (score of 0 to 6).** At best, these customers probably won’t purchase your products or services again; at worst, they may actively bad-mouth your company or brand, damaging your revenue and reputation. Okay, now you’re ready to get your NPS calculation. To calculate NPS, simply subtract the percentage of detractors from the percentage of promoters (because passives are considered “indifferent,” they are not included in the NPS formula). [![NPS Calculation](https://www.surveylegend.com/wordpress/wp-content/uploads/2022/08/SurveyLegend-NPS-Mascot.png)](https://www.surveylegend.com/image-media/nps-calculation-mascot.avif) **Ready to get started? Use our** [free NPS template](https://www.surveylegend.com/survey-examples-templates/customer-net-promoter-score-nps-survey-template/)**!** Here’s an NPS example. Let’s say 20% of respondents are detractors, 10% are passives, and 70% are promoters. Your NPS formula would be 70-20=50.  Your NPS score can range from -100 to 100, with 100 being ideal. Of course, while every company should strive to hit 100, it’s very hard to do – it would mean 100% of your customers are promoters. However, by understanding your net promoter score, and the kinds of customers that fit into each group, you’ll be able to take the actions needed to turn detractors into promoters.  Calculated your NPS and unhappy with it? Check out our blog [How to Improve Your NPS in 8 Easy Steps](https://www.surveylegend.com/nps/improve-nps/). ## How SurveyLegend Calculates NPS For You Not a numbers person? SurveyLegend automatically calculates NPS for you. Just log in to your account to see your score, and watch it change as more survey data comes rolling in. SurveyLegend offers two types of diagrams to visualize your NPS Score: NPS Bar Charts and NPS Gauge. Visualizing your NPS data empowers you to begin making business decisions that can improve your score – or if you’ve got a great score, continue to maintain it. Learn more about using NPS analytics in our blog [How to Use NPS Data to Improve the Customer Experience](https://www.surveylegend.com/nps/nps-data-analysis/). [![NPS Formula](https://www.surveylegend.com/wordpress/wp-content/uploads/2022/08/SurveyLegend-NPS-Image.png)](https://www.surveylegend.com/image-media/nps-formula-example.avif) **Curious about your audience? Start with your questions.** Create your own customer loyalty survey around what you want to learn. Your next feedback project can start for free with SurveyLegend. ## What to Do with Your NPS Data Once you’ve collected NPS data and have your score, you’ll want to continue to closely monitor your NPS. If you have a good score, you’ll want to be sure you maintain it. If you had a poor score, you’ll want to make improvements and see if it increases. Along with monitoring your NPS, you’ll also want to continue to engage with respondents. Start by thanking them, regardless of how they responded. Consider the following: - **Promoters.** Let them know that you appreciate their positive response and will continue to meet or exceed their expectations. You might even send them a coupon code or similar as a thank you to push them toward brand advocacy. - **Passives.** Let them know you’ll do better in the future to keep them as a customer. You might consider a thank you offer to help push them from passive to promoter. - **Detractors.** Let them know you’ll work to resolve their issues (and then make good on that promise). While you likely won’t convert them to passive or promoter, this can stop them from actively speaking negatively about your company with others or on social media. ## NPS Questions for Follow-up You should also consider follow-up questions. It’s important to understand why someone responded positively or negatively. A few follow-up questions to consider include: **Promoters:** Questions to ask following an NPS survey may include: 1. What is the primary reason for your score? 2. Tell us what did we do best during your experience. 3. How can we do more to wow next time? **Passives:** Questions to ask following an NPS survey may include: 1. What is the primary reason for your score? 2. Did you encounter any particular issues?  3. What is one thing we could do better to meet your expectations? **Detractors:** Questions to ask following an NPS survey may include: 1. Why would you not recommend us? 2. What could we have done to improve your experience? 3. Would you consider us again if your suggestions were instituted? ## Conclusion Knowing your NPS is critical. It helps you understand what you’re doing right – and what you can do better. It also helps you understand your customers so that you can keep promoters, persuade passives, and pacify detractors. And while calculating NPS isn’t difficult, it can become daunting when you’re dealing with hundreds or even thousands of surveys. That’s why SurveyLegend does the NPS computation for you! That’s not all, our surveys render beautifully on any device, and give you the option to add survey images to further engage respondents! [![NPS Survey](https://www.surveylegend.com/wordpress/wp-content/uploads/2022/08/NPS-overlay.png)](https://www.surveylegend.com/image-media/how-to-calculate-nps-hero.avif) [![NPS Survey](https://www.surveylegend.com/wordpress/wp-content/uploads/2022/08/NPS-MAN.png)](https://www.surveylegend.com/image-media/nps-promoter-man.avif) Get started with SurveyLegend today – and let us do the NPS calculations for you! For more, check out our [Ultimate Guide to NPS and NPS Surveys](https://www.surveylegend.com/nps/nps-survey-guide/). *Do you know your NPS? Did you do your own NPS calculation? Have you used surveys to better understand your NPS? Let us know in the comments!* ## Frequently Asked Questions (FAQs) What is NPS? NPS stands for Net Promoter Score. It was created by Fred Reichheld, a partner at Bain & Company, in 2003. He developed the NPS as a way of measuring how well an organization treats customers and whether it generates customer loyalty. How do you calculate an NPS score? The NPS formula is Total Promoter Score – Total Detractor Score = NPS. Passives are not included in the NPS computation. What is a good NPS? An NPS of 0 is considered good. An NPS above 20 is great and an NPS of 50 or above is excellent. At 80, an NPS is considered “world-class.” The best NPS is of course 100, although that is extremely difficult to achieve as it would mean that every customer is a promoter of a particular company or brand. ![Jasko Mahmutovic](https://www.surveylegend.com/homepage-media/team/jasko-mahmutovic.avif) Written by ## [Jasko Mahmutovic](https://www.surveylegend.com/author/jasko-mahmutovic/) Online survey tool expert, founder and CEO of SurveyLegend Jasko Mahmutovic has worked in the online survey, form, and polling industry since 2008. In 2010, he founded SurveyLegend with a simple goal: collecting valuable insights from customers, employees, and audiences should never be complicated or boring. He stays closely connected to developments in the market research industry and continues to innovate and advance the online survey industry—now by exploring how AI can make collecting and understanding feedback smarter, faster, and more engaging. [View author profile](https://www.surveylegend.com/author/jasko-mahmutovic/) View author profile [LinkedIn](https://www.linkedin.com/in/jaskomahmutovic/) The verified LinkedIn profile of Jasko Mahmutovic, founder and CEO of SurveyLegend. Visit Jaskos LinkedIn profile to connect. [Website](https://jaskomahmutovic.com/) Jasko Mahmutovic’s personal webpage, where you can learn how Jasko founded SurveyLegend the best online survey platform and how his journey in Software as a Service (SaaS) started. Related articles ## Keep reading [![Illustration showing business professionals shaking hands and consumers high-fiving, representing the differences between B2B and B2C surveys.](https://www.surveylegend.com/wordpress/wp-content/uploads/2026/02/differences-between-b2b-surveys-and-b2c-Surveys-surveylegend-online-survey-tool.webp) ](https://www.surveylegend.com/b2b-b2c/b2c-b2b-survey/) [ B2B / B2C February 10, 2026](https://www.surveylegend.com/b2b-b2c/b2c-b2b-survey/) ## [7 Differences Between B2B Surveys and B2C Surveys](https://www.surveylegend.com/b2b-b2c/b2c-b2b-survey/) [![Illustration of the SurveyLegend mascot pointing at an online voting ballot displayed on a screen, showing a checked vote option.](https://www.surveylegend.com/wordpress/wp-content/uploads/2026/01/online-ballots-elections-software-online-survey-tool-surveylegend.webp) ](https://www.surveylegend.com/polls/how-to-create-online-ballots/) [ Polls January 28, 2026](https://www.surveylegend.com/polls/how-to-create-online-ballots/) ## [How to Create Balloting Online Using Surveys](https://www.surveylegend.com/polls/how-to-create-online-ballots/) [![Illustration of the SurveyLegend mascot collecting online feedback through a survey envelope with checklist items, mobile phone, and feedback icons.](https://www.surveylegend.com/wordpress/wp-content/uploads/2026/01/get-feedback-online-with-surveylegend-online-survey-software.webp) ](https://www.surveylegend.com/research/get-feedback/) [ Research January 27, 2026](https://www.surveylegend.com/research/get-feedback/) ## [Get feedback](https://www.surveylegend.com/research/get-feedback/)