NPS Calculator — Net Promoter Score
Enter the number of Promoters (scores 9–10), Passives (7–8), and Detractors (0–6) from your survey and get the NPS instantly, along with the percentage breakdown and a benchmark label.
Good — solid but room to grow
45
NPSPromoters
60%
Passives
25%
Detractors
15%
- 1
Total respondents
60 + 25 + 15 = 100 - 2
Promoters minus Detractors
60 − 15 = 45 - 3
Net Promoter Score
(45 ÷ 100) × 100 = 45Passives count in the total but not in the numerator.
Come funziona questo calcolatore?
NPS = ((Promoters − Detractors) / Total) × 100. Scores 9–10 are Promoters, 7–8 are Passives (ignored in the numerator), 0–6 are Detractors. NPS ranges from −100 to +100; above 0 is positive, above 50 is excellent, above 70 is world class. Industry benchmarks vary widely — track the trend over time.
Formula
How this is calculated
Net Promoter Score was developed by Fred Reichheld and Bain & Company in 2003 as a single-number measure of customer loyalty. In an NPS survey, respondents answer "How likely are you to recommend us to a friend or colleague?" on a 0–10 scale. Scores of 9–10 are Promoters (enthusiastic advocates), 7–8 are Passives (satisfied but not loyal), and 0–6 are Detractors (unhappy customers who may warn others away).
The calculation ignores Passives entirely: NPS = (Promoters − Detractors) / Total × 100. The result ranges from −100 (all detractors) to +100 (all promoters). Passives still matter operationally — they represent at-risk customers who could convert to either category — but the NPS formula intentionally focuses on the net balance of active advocates versus critics.
Benchmarks vary significantly by industry. A score above 0 is considered positive (more advocates than critics); above 20 is generally "good"; above 50 is "excellent"; above 70 is world class. Software and technology companies typically score 30–50; financial services and insurance often score 10–35; telecoms typically score −5 to 15. Always compare your NPS against industry-specific benchmarks, and track trends over time rather than fixating on a single absolute value.
Domande frequenti
Passives are satisfied but not enthusiastic — they add neither advocacy nor criticism. The formula's power comes from highlighting the net balance between active advocates (Promoters) and active critics (Detractors). Passives enter the denominator (total respondents) but not the numerator, which dilutes the score when there are many passives — this is intentional, as a large passive population is also a vulnerability.
Any score above 0 means more promoters than detractors. Industry benchmarks vary widely: consumer electronics companies like Apple have scored above 70; banks typically score 20–40; telecom providers often score below 0. Compare your score to direct competitors in the same industry and focus on improving the trend over time.
Statistical reliability depends on sample size. As a rough guide, at least 200–300 responses are needed for a margin of error of around ±5–7 points at 95% confidence. Smaller samples (50–100) can still be directionally useful but carry wide confidence intervals. For segment-level NPS (by region, product line, etc.), each segment needs its own sufficient sample.
Conosciuto anche come
TG we-Calculate Editorial Team. (2026). NPS Calculator — Net Promoter Score [Online calculator]. TG we-Calculate. https://we-calculate.com/it/calculator/nps-calculator
TG we-Calculate Editorial Team. "NPS Calculator — Net Promoter Score." TG we-Calculate. 2026. https://we-calculate.com/it/calculator/nps-calculator.
TG we-Calculate Editorial Team, "NPS Calculator — Net Promoter Score," TG we-Calculate, 2026. [Online]. Available: https://we-calculate.com/it/calculator/nps-calculator
@misc{wecalculate_nps_calculator, title = {NPS Calculator — Net Promoter Score}, author = {{TG we-Calculate Editorial Team}}, howpublished = {\url{https://we-calculate.com/it/calculator/nps-calculator}}, year = {2026}, note = {TG we-Calculate} }
Questo calcolatore ti è stato utile?