Free Online NPS® Calculator | Net Promoter Score Calculation

Identify Brand Advocates With Free Net Promoter Score Calculator

The Net Promoter Score identifies the number of promoters and detractors who are a part of your brand. The formula subtracts the percentage of detractors from the percentage of promoters from the total number of survey responses. The NPS result can be anywhere from -100 to 100 depending on industry. Create a free NPS survey with Merren and calculate your scores instantly.

Key Benefits:

Works for both relational NPS and transactional NPS results
Works in a few clicks
Tailored for NPSⓇ surveys

Calculate your Net Promoter Score®

The Net Promoter Score is a gold standard metric that shows how likely your customers are to recommend your business.
It measures brand advocacy and overall satisfaction. To find out your current scores, enter the number of promoters and detractors

Promoters (9–10)

Passives (7–8)

Detractors (0–6)

Category	Score Range	Number of Responses
Detractors	0 - 6
Passives	7 - 8
Promoters	9 - 10

Your NPS Score: -

Calculate NPS manually with the Net Promoter Score Formula:

If you have the number of promoters and detractors, you can use the standard NPS formula to get your score. Promoters are customers who rate you 9 or 10. Detractors are customers who rate you 6 or below in an NPS survey.

NPS Survey Respondent Classification: Who Are They?

The NPS survey question is mapped on a rating scale of 0 (least likely to recommend) to 10 (most likely to recommend).

Depending on the scores, respondents are segmented into one of three classification:

PROMOTERS

Customers who give 9 or 10 in the NPSⓇ survey.
Promoters are brand advocates who recommend your product or service.
Brand advocates can improve your Net Promoter Scores.

PASSIVES

Customers who give 7 or 8 on the NPSⓇ survey.
They are satisfied but not eager about your brand’s products or services.
They can tilt on either side of the Net Promoter Score scale.

DETRACTORS

Customers who rate 0 to 6 on the NPSⓇ survey.
Detractors are unhappy customers who can damage brand reputation.
Detractors can give you a negative Net Promoter Score.

What Do These NPS Scores Mean?

Net Promoter scores are influenced by various factors in a competitive market. It depends on market offerings, quality of customer experience at touchpoints and industry based benchmarks. However, not all NPS benchmarks are similar in every industry. Companies can use these scores as a guideline to improve their customer experience and NPS metric.

NPS Score Range	Rating	What it denotes
75 to 100	World class	Customers love your brand. High loyalty and strong advocacy
50 to 74	Great	This score denotes healthy brand sentiment. Nurture your promoters who are your potential brand advocates
0 to 49	Average	Brands may need continuous improvement to offer exceptional customer experience
-1 and below	Poor	Customer dissatisfaction will be high. Investigate friction points and close all customer feedback loops

Join our Top Brands Who Use Merren to Capture NPS

How to Increase NPS Survey Response Rate?

A survey that captures maximum response rate has more chances of getting an accurate net promoter score. Greater survey response rates truly represent how people feel about a brand. Here is what Merren recommends you to do to increase the NPS survey response rate.

Avoid error rates and choose pre-designed net promoter score survey templates. Each template is designed to stay compatible across every digital platform and device interface. NPS surveys should be accessible to every customer from your organisation.

Merren offers multiple interactive survey channels that run on every android and iOS device. Get access to native WhatsApp surveys, native Facebook messenger surveys, chatbots and dynamic emails. Stay on top of your customer’s notification with Merren NPS surveys.

Let manual work take a back seat. Stay in-the-moment with Merren’s automated Net Promoter Score survey campaigns. Trigger surveys at touchpoints and send periodic reminders with your preferred CRM systems via Merren. In-the-moment surveys get more response rate over traditional surveys

What Do I Do with Passive Respondents?

Passive NPS respondents do not lean on either side of the scale. They can become a promoter or detractor depending on their relationship with the company. When you encounter passives, do the following:

Find out ways to enhance customer experience for passive respondents. They are usually one score away from being a detractor

Do not ignore the passives. Find out why they feel neutral about a service. Take their recommendations for improvement. Identify steps to turn the experience from neutral to delightful

Create personalized offers and share survey incentives to reward passive respondents in a survey. Converting a passive to a promoter has a greater ROI

Create competitive offers that attract passives and retain promoters. Involve them in community building and acknowledge their contribution.

Tips to Improve Your Net Promoter Score

Run periodic NPS surveys at touchpoints. Capture real-time customer feedback.

Improve customer support and close the customer feedback loop sooner. Acknowledge the problem and offer resolutions.

Personalize every approach to tailor experiences. Implement loyalty programs and reward loyal customers.

Reduce customer effort at touchpoints. Simplify onboarding & post-purchase. Offer seamless omnichannel support

Encourage positive reviews, create referrals, and engage with promoters via exclusive offers and community events.

Learn More on Net Promoter Score

Explore our blogs on calculating Net Promoter Scores and how to improve your scores with the best recommendations. Improve customer experience and manoeuvre detractors towards promoters with the right strategies.