ClarivoxxBy Abdessamad Ghanem

Free tool

Net Promoter Score (NPS) Calculator

NPS = % of promoters (scores 9–10) − % of detractors (scores 0–6). Passives (7–8) count in the total but not in the score, so NPS ranges from −100 to +100. Enter how many responses fall in each group to get your score.

Survey responses

Net Promoter Score

45

A solid score for B2B. Ask promoters for referrals and case studies.

Promoters

60%

Passives

25%

Detractors

15%

Detractors to win back for +10

10

Each detractor who becomes a passive adds 1.0 points; each one who becomes a promoter adds 2.0.

NPS = 60.0% promoters − 15.0% detractors = 45.0
Total responses = 100

Frequently asked questions

How do you calculate NPS?
Count responses scoring 9–10 (promoters), 7–8 (passives) and 0–6 (detractors). Divide promoters and detractors by the total number of responses, then subtract the detractor percentage from the promoter percentage. 60 promoters, 25 passives and 15 detractors give an NPS of 45.
What is a good NPS score?
Anything above 0 means more promoters than detractors. B2B software companies commonly land between 30 and 50, and scores above 70 are rare. Compare your own trend and segments before industry averages.
Why is NPS not a percentage?
It is the difference between two percentages, so it is reported as a plain number from −100 to +100. An NPS of 45 means promoters outnumber detractors by 45 percentage points.

About the author

Abdessamad Ghanem

Customer Experience & Customer Success Consultant · Founder of Clarivoxx

Abdessamad Ghanem works across Customer Support, Sales, Customer Success, Account Management and Partner Management. He writes Clarivoxx Insights for B2B SaaS professionals who own retention, adoption and customer outcomes.

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