Net Promoter Score Calculator

Measure customer loyalty and identify your advocates with this our free NPS calculator.


Calculate your NPS with Shout

Automate NPS calculation, segment customers by feedback, and increase customer loyalty.

One-click NPS question

Simply add our pre-built NPS question to your survey and start measuring customer loyalty today.

Automate NPS calculation

We’ll calculate your Net Promoter Score automatically and categorize responses into Promoters, Passives, and Detractors.

Segment your advocates

Segment your CRM contacts and survey results by NPS responses to identify your most loyal customers.

Brand surveys & emails

Add your logo, customize designs, and enable white labelling to remove all Shout branding from surveys and emails.

Collect and record explicit consent from contacts to follow up with more surveys and collect additional feedback.

Ask for social proof

Collect reviews and testimonials from your promoters in the app or redirect them to review sites like G2 and Capterra upon completion.

Calculate your Net Promoter Score

Two columns

Net Promoter Score Calculator


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NPS Calculation FAQs

Everything you need to know about survey response rates and their importance to your research.

What is Net Promoter Score?

Net Promoter Score (NPS) is the scale by which businesses measure customer loyalty to their brand, products, or services.

NPS surveys only require you to ask a single question: “How likely are you to recommend [Organization / Product / Service] to a friend or colleague?

How are NPS responses categorized?

Respondents select from a scale of 0 (Not at all likely) to 10 (Extremely likely), and are split into three categories based on their rating:

Promoters (9-10): These are your happiest customers, who act as advocates for your business.

Passives (7-8): These are fans of your business but aren’t yet motivated to advocate for you.

Detractors (0-6): These customers are generally unhappy with your business due to poor customer experiences.

Identifying the percentage of customers in each category allows you to calculate your Net Promoter Score.

How is NPS calculated?

NPS is calculated by subtracting your percentage of detractors from the percentage of promoters:

Promoters % – Detractors %

Then the final number you’re left with is your Net Promoter Score. This number isn’t expressed as a percentage.

For example:

32% (Promoters) – 11% (Detractors) = 21.

How do I increase my Net Promoter Score?

To increase your NPS, you’ll need to identify what frictions are impacting customer experiences. Running an NPS survey that also collect open feedback about why customers choose their score is by far the most efficient way to do this.

You should also open a line of communication with your Detractors to resolve any existing issues and ask for any other feedback they may have about your product or service.

Then run another NPS survey after about 6 months to measure the success of the changes you made. This should result in a higher Net Promoter Score for your business.