Why exclude passives?

They are counted in the denominator, which dampens the score without contributing to it.

How often should I survey?

Quarterly relationship surveys plus transactional surveys after key events.

Is NPS comparable across industries?

Only loosely. Compare against your own history first.

Business & Ops

NPS Calculator: Net Promoter Score from Survey Counts

Score, breakdown and benchmark from raw survey counts.

Promoters (9-10)

Passives (7-8)

Detractors (0-6)

NPS

Rating

Good

Promoters

60.0%

Detractors

17.5%

Responses

NPS = %promoters − %detractors. Passives dilute but never add.

Free: SaaS Retention Checklist (pairs with your NPS score)

Benchmarks by segment, then the interventions that match your actual churn number.

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About this tool

NPS is the percentage of promoters (9-10) minus the percentage of detractors (0-6). Passives count toward the total but not the score, which is why the number moves in surprising ways.

Interpreting the score

Anything above zero means more promoters than detractors. Above 50 is strong; above 70 is exceptional but rare in B2B software.

Sample size

Fewer than a hundred responses gives a wide confidence interval. Track the trend, not the decimal.

How to use NPS Calculator

1
Count your responses
Tally promoters (scores 9–10), passives (7–8) and detractors (0–6) from your survey.
2
Enter the three counts
Type the promoter, passive and detractor totals into the calculator.
3
Read the score
NPS is %promoters minus %detractors — 120 promoters, 45 passives and 35 detractors out of 200 gives an NPS of 43.
4
Track the trend
With under 100 responses the margin of error is wide, so watch the direction over time rather than the decimal.

Best practices

Use consistent time periods and definitions — mixing monthly and annual inputs silently breaks every downstream number.
Model a pessimistic and an optimistic case, not just the number you hope for.
Use gross margin rather than revenue whenever a decision involves cash.
Re-run the model quarterly with fresh inputs; stale assumptions age badly.

NPS Calculator — Why it matters

The difference between a healthy business and a leaking one is usually a couple of percentage points that nobody modelled.

Running the numbers before a pricing, hiring or spend decision turns an argument into an answer.

Related free & paid tools

Tool name	Type	Key features	Link
DelightedOffer	Paid	NPS surveys with benchmarking and alerts	Visit
TypeformOffer	Freemium	Run NPS surveys with high completion rates	Visit
RefinerOffer	Freemium	In-product NPS and CSAT for SaaS	Visit

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