What inputs does the Net Promoter Score (NPS) Calculator need?

It takes 3 inputs: promoters, passives, detractors. Outputs returned: nps, sampleSize, distribution.

Can I verify the Net Promoter Score (NPS) Calculator with a worked example?

Yes. With promoters = 60, passives = 25, detractors = 15. the tool returns total = 100, nps = 45, distribution = 60% / 25% / 15%.

Where does the Net Promoter Score (NPS) Calculator get its benchmark data?

Reference data is sourced from: Reichheld, The One Number You Need to Grow, Harvard Business Review, 2003 (as of 2003).

What can the Net Promoter Score (NPS) Calculator not tell me?

Known limitations: NPS-to-growth correlation is disputed in the academic literature. See Keiningham et al. (2007) "A Longitudinal Examination of Net Promoter and Firm Revenue Growth" — Journal of Marketing — for a methodologically critical view. Small samples (< ~200) produce unstable NPS. Use confidence intervals, not point estimates. Cross-industry benchmarks are noisy; within-vertical peer comparisons are more informative.

Methodology: Net Promoter Score (NPS) Calculator

Q: What does the Net Promoter Score (NPS) Calculator calculate?

Calculates NPS from promoter (9–10), passive (7–8), and detractor (0–6) counts and provides benchmark context. It is not a customer-satisfaction model and does not causally link NPS to revenue.

Q: What formula does the Net Promoter Score (NPS) Calculator use?

The exact computation is: total = promoters + passives + detractors; nps = ((promoters - detractors) / total) * 100

1. Scope

Calculates NPS from promoter (9–10), passive (7–8), and detractor (0–6) counts and provides benchmark context. It is not a customer-satisfaction model and does not causally link NPS to revenue.

2. Inputs and outputs

Inputs

promoters number
passives number
detractors number

Outputs

nps

(promoters − detractors) / total × 100.
sampleSize

Sum of all three groups.
distribution

Percentage of each bucket.

Engine source: src/lib/net-promoter-score-calculator/engine.ts

3. Formula / scoring logic

total     = promoters + passives + detractors
nps       = ((promoters - detractors) / total) * 100

4. Assumptions

Respondents are a random sample of customers. Survey-response bias (happy/angry customers respond more) is not corrected.
The 0–6 / 7–8 / 9–10 buckets are the Reichheld-standard definitions.

5. Data sources

Reichheld, The One Number You Need to Grow, Harvard Business Review, 2003 as of 2003

6. Known limitations

NPS-to-growth correlation is disputed in the academic literature. See Keiningham et al. (2007) "A Longitudinal Examination of Net Promoter and Firm Revenue Growth" — Journal of Marketing — for a methodologically critical view.
Small samples (< ~200) produce unstable NPS. Use confidence intervals, not point estimates.
Cross-industry benchmarks are noisy; within-vertical peer comparisons are more informative.

7. Reproducibility

Input
promoters = 60, passives = 25, detractors = 15.

Expected output
total = 100, nps = 45, distribution = 60% / 25% / 15%.

8. Change log

2026-04-24 methodology page first published.

Worked example

Run live against the same engine this site ships (/engines/net-promoter-score-calculator.js). The inputs and outputs below are recomputed on every build and independently re-verified in CI — they are never hand-authored.

Input

tool: net_promoter_score_calculator
promoters: 120
passives: 45
detractors: 35
industry: saas

Output

totalResponses: 200
npsScore: 42.5
promoterPercent: 60
passivePercent: 22.5
detractorPercent: 17.5
classification: Good
benchmarkComparison.industry: saas
benchmarkComparison.industryLabel: SaaS
benchmarkComparison.benchmarkScore: 41
benchmarkComparison.delta: 1.5
benchmarkComparison.comparison: Near benchmark
trendGuidance: Push from Good to Excellent by converting passives with onboarding and support improvements.

Frequently asked questions

What does the Net Promoter Score (NPS) Calculator calculate?: Calculates NPS from promoter (9–10), passive (7–8), and detractor (0–6) counts and provides benchmark context. It is not a customer-satisfaction model and does not causally link NPS to revenue.
What inputs does the Net Promoter Score (NPS) Calculator need?: It takes 3 inputs: promoters, passives, detractors. Outputs returned: nps, sampleSize, distribution.
What formula does the Net Promoter Score (NPS) Calculator use?: The exact computation is: total = promoters + passives + detractors; nps = ((promoters - detractors) / total) * 100
Can I verify the Net Promoter Score (NPS) Calculator with a worked example?: Yes. With promoters = 60, passives = 25, detractors = 15. the tool returns total = 100, nps = 45, distribution = 60% / 25% / 15%.
Where does the Net Promoter Score (NPS) Calculator get its benchmark data?: Reference data is sourced from: Reichheld, The One Number You Need to Grow, Harvard Business Review, 2003 (as of 2003).
What can the Net Promoter Score (NPS) Calculator not tell me?: Known limitations: NPS-to-growth correlation is disputed in the academic literature. See Keiningham et al. (2007) "A Longitudinal Examination of Net Promoter and Firm Revenue Growth" — Journal of Marketing — for a methodologically critical view. Small samples (< ~200) produce unstable NPS. Use confidence intervals, not point estimates. Cross-industry benchmarks are noisy; within-vertical peer comparisons are more informative.