The Net Promoter Score is a powerful tool that measures customer loyalty and lifetime value. To obtain this score, respondents are asked to answer a question using a survey from 0 to 10. The response options are arranged horizontally. The scale is then divided into three sections.

The results provide a simplified, but highly effective, view of the brand popularity and how likely a supplier is to be recommended/shared among its consumers.

How is the NPS calculated?

The calculation is made from the answers to the following NPS question:

Net Promoter Score Question - Example

This is what each score received represents:

9-10: Those who rate you 9 and 10 will be your promoters, and will probably recommend your business.

7-8: You will receive this rating from users considered passive, who may be satisfied but not satisfied enough.

0-6: This rating will be given to you by your dissatisfied customers, you should consider them as your detractors, dissatisfied customers who are less likely to buy again and more likely to convince others not to buy your products or use your services.

Based on the results obtained, you can enter your numbers into the Net Promoter Score calculator. Add the number of promoters, number of passives and number of detractors.

In this NPS calculator you can also define the Net Promoter Score you want to achieve and it will automatically calculate the promoters you need to meet this goal:

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Your NPS:


Promoters to reach:


Net Promoter Score Calculator in Excel

The NPS is a percentage that is calculated from the scores given by customers. We share with you another option so that you can obtain your index through an Excel file. The steps to calculate the Net Promoter Score manually in Excel are as follows:

  • Capture all the data in an Excel sheet.
  • Based on the scores received, identify the promoters, i.e. find all the answers with the score of 9 or more and count them.
  • Do the same with the passives and detractors.
  • Divide the total number of promoters by the total number of responses.
  • Multiply the result by 100 to get the % of promoters.
  • Repeat the above steps to obtain the % of detractors.
  • Subtract the percentage of detractors from the total percentage of promoters to obtain the NPS of your company.

Measure in real time your Net Promoter Score

QuestionPro helps you collect real-time customer information and classify your customers into promoters, passives and detractors, without the need to manually enter the information into a Net Promoter Score calculator. And also, to follow up on negative comments to keep the loyalty of your consumers.

Collect information and visualize your NPS results in real time. Remember that customers go through several touch points and may have different experiences and opinions along the journey. Therefore, you can conduct an NPS survey at multiple customer touch points and improve the experience at each of them.

Considering that there are multiple experience points, you can conduct NPS surveys in different ways.

Some of the most commonly used methods to collect your information to measure your Net Promoter Score are:

how to distribute an nps survey to use the calculator
  • Email Surveys: It is very common to use surveys embedded in email to get a higher response rate.
  • Survey App: You can apply the survey from any device, even without internet access. Customers can answer the question wherever they are and let companies know if they are likely to recommend it.
  • Kiosk surveys: Install an iPad or tablet at the exit of your store or at the checkout counter for the user to answer the survey at checkout.

Want to improve your Net Promoter Score?

QuestionPro has the necessary tools to collect data from your customers, including the NPS and NPS+ question that allows you to obtain additional information to better understand the needs of your audience.

Request a demo of our QuestionPro CX platform and start improving your customer satisfaction.

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