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NPS calculator

Enter how many promoters, passives and detractors you have, or paste the raw 0–10 scores from your survey. You get your NPS, the split behind it and, if you set a target, how many more promoters it takes.

Your data

A whole number from -100 to 100.

NPS = % promoters − % detractors

ResultExample
42.5Your NPS200 responses
Promoters (9–10)
12060%
Passives (7–8)
4522.5%
Detractors (0–6)
3517.5%

To reach 50, you need 30 more promoters (with no new detractors).

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How to calculate NPS

Net Promoter Score comes from one question: how likely are you to recommend us to a friend or colleague, on a scale of 0 to 10. People who answer 9 or 10 are promoters, 7 or 8 passives, and 0 to 6 detractors. NPS is the percentage of promoters minus the percentage of detractors. It runs from -100, when everyone is a detractor, to 100, when everyone is a promoter.

  1. Choose your dataCounts if your survey tool already groups the answers; scores if you have the raw 0–10 answers.
  2. Enter or paste themScores can be separated by commas, spaces or new lines. Anything that is not a whole number from 0 to 10 is left out, and the tool tells you how many.
  3. Read the score and the splitYour NPS, the share of each group and the number of responses.
  4. Set a targetOptional. The tool shows how many more promoters you need to reach it, if no new detractors come in.
The worked example from this form’s placeholders
120 promoters + 45 passives + 35 detractors = 200 responses
Promoters: 120 / 200 = 60%
Detractors: 35 / 200 = 17.5%
NPS = 60 − 17.5 = 42.5

Target 50: 30 more promoters → (150 − 35) / 230 = 50%

Why passives still matter

Passives are not in the formula, but they are in the total. The same NPS can hide very different customers.

PromotersPassivesDetractorsNPSWhat it tells you
7003040Strong opinions both ways. Find out what the 30 are unhappy about.
4060040Nobody is unhappy, but most are lukewarm. Find out what would delight them.
55301540A mix. Read the comments from each group.

Each row has 100 responses.

Common mistakes

  • Averaging the scores. An average of 8 is not an NPS of 80; NPS counts groups, not points.
  • Counting 7 and 8 as promoters. Only 9 and 10 are.
  • Writing NPS as a percentage. It is a number from -100 to 100.
  • Comparing a score from 20 responses with one from 2,000. Small samples swing a lot.
  • Comparing your score with another company’s survey, asked at a different moment. Compare with your own past scores, asked the same way.
  • Collecting the score and never reading the comments. The reasons are what you can act on.

Turn detractors into answered customers

Your detractors’ comments may point to a question nobody answered, or a reply that came too late. A LuckPanda support agent answers those questions on your website at any hour, from your own pages, and hands the chat to your team when a person is needed.

Answer customers before they become detractors

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Questions people ask

How do you calculate NPS?

Ask how likely people are to recommend you, from 0 to 10. Take the percentage who answered 9 or 10 and subtract the percentage who answered 0 to 6. The result is your Net Promoter Score.

What is a good NPS score?

Any score above 0 means you have more promoters than detractors. Scores vary with industry, country and when you ask, so the most useful comparison is with your own past scores, asked the same way.

Can NPS be negative?

Yes. When there are more detractors than promoters the score is below 0. The lowest possible is -100, when every response is a detractor.

Why are passives left out of the NPS formula?

Passives are counted in the total number of responses, so they lower both percentages, but they do not add to or subtract from the score directly.

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Use LuckPanda's MCP server (https://luckpanda.app/mcp) to build a website chatbot for me. Ask for my website address, call chatbot_create_from_website with it, wait until the pages are learned (chatbot_source_list), then run a few test questions with chatbot_test_message and show me the answers. Do not put it live: I will do that myself.

Instructions for AI agents

Needs a LuckPanda agent key (Settings › Developers) with the chatbot.manage grant. MCP endpoint: https://luckpanda.app/mcp (Streamable HTTP, bearer key).

  • chatbot_create_from_website { url }: creates a draft chatbot named after the site and starts reading it.
  • chatbot_source_list: pages learned, failed or skipped, with a reason for each.
  • chatbot_test_message: asks the bot a question as the owner. Test chats never email anyone.
  • Going live (chatbot_update with status live) is a person's action; an agent gets APPROVAL_REQUIRED.

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