Net Promoter Score Calculator

Subtract the percentage of Detractors from the percentage of Promoters. Passives are excluded from the calculation entirely.

If 50% of respondents are Promoters and 20% are Detractors, your NPS is 30. The score ranges from -100 (all Detractors) to +100 (all Promoters).

This calculator handles that math automatically when you enter the raw response counts from your survey.

Respondents who score 9 or 10 are Promoters. They are likely to recommend the product and contribute to word-of-mouth growth. Scores of 7 or 8 are Passives, satisfied but not enthusiastic enough to actively refer.

Scores of 0 through 6 are Detractors, at risk of churn and capable of generating negative word-of-mouth. The wide Detractor band (seven points versus two for Promoters) reflects the outsized damage unhappy customers can cause through social proof and reviews.

Any positive NPS means you have more Promoters than Detractors. For B2B SaaS, scores above 30 are generally considered strong, above 50 excellent, and above 70 exceptional.

But benchmarks vary widely by industry: enterprise software averages lower than consumer apps because switching costs and stakeholder complexity dampen enthusiasm even among happy customers. Pair NPS with CSAT and retention rate so satisfaction signals reconcile with stickiness. Our guide to customer onboarding metrics covers which leading indicators correlate with high NPS at renewal.

Passives are satisfied but not enthusiastic enough to recommend, which means they contribute neither growth nor advocacy. The NPS formula deliberately excludes them to ensure only strong advocates move the score up.

This makes NPS a stricter measure of loyalty than simple satisfaction. A product can have 70% satisfied customers and still post a mediocre NPS if most of that satisfaction is lukewarm. Passives are worth tracking separately because they are the group most likely to convert to Promoters with the right follow-up and feature exposure.

Most B2B SaaS teams run a relationship NPS survey every 90–180 days to all active customers, and a transactional NPS immediately after key milestones like onboarding completion, renewal, or a major release. Over-surveying leads to fatigue and declining response rates; under-surveying means you miss early signals of churn risk.

The right cadence also depends on your contract length: monthly customers need faster feedback loops than annual enterprise accounts where sentiment can shift quietly for months before renewal.

Interactive demos reduce the "I didn't know it could do that" friction that turns otherwise satisfied customers into Passives. When customers can explore all of a product's capabilities at their own pace and as many times as they need, they get more value, use more features, and develop stronger product affinity. 81% of teams report onboarding demos as their highest-impact use case, and faster comprehension correlates directly with the kinds of activation outcomes that drive Promoter behavior. Explore how Supademo supports customer success teams at customer success use cases.

Yes. Supademo's NPS calculator is completely free to use in your browser with no sign-up required.