Net Promoter Score Calculator
Turn your 0 to 10 survey answers into an NPS, with a range that shows how far to trust it.
How many people fell into each group?
How many people gave each score?
0–6 detractors7–8 passives9–10 promoters
Paste a column from your spreadsheet. Only whole numbers from 0 to 10 count.
Enter your results to see your score.
The range appears here. It shows how far the true score could sit from your result.
- Detractors0
- Passives0
- Promoters0
A wide range means few responses for this much variation. More responses will narrow it.How many responses do I need?
How the score is worked out
Everyone who answers the 0 to 10 question lands in one of three groups. The score is the gap between the two groups at the ends.
Unlikely to recommend you. Their share counts against the score.
Satisfied, but not enthusiastic. They count in the total, not in the gap.
Likely to recommend you. Their share counts toward the score.
Say 200 people answer. 120 give a 9 or 10, 50 give a 7 or 8, and 30 give 0 to 6. That is 60% promoters and 15% detractors, so the score is 60 − 15 = +45. The 50 passives only make each percentage smaller.
What counts as a good score?
There is no official cutoff. A score above 0 means promoters outnumber detractors, but whether +30 is strong or weak depends on your industry, your customers, and how and when you asked.
The most useful comparison is your own last score, collected the same way. Published industry figures can help, but check how each one was gathered before you lean on it. Asking customers right after a good support chat gives a different number than asking everyone on your list.
Is a change real?
A score from a sample is an estimate. The range under your result shows how far the true score could sit from it. When this quarter’s range and last quarter’s overlap heavily, you can’t tell a real change from noise.
How the range is calculated
Each response is a promoter, a passive or a detractor. From the share of promoters p, the share of detractors d and the number of responses n, the standard error of the score is√((p + d − (p − d)²) ÷ n). The range is the score plus or minus 1.96 standard errors, which gives 95% confidence, kept between −100 and +100.
It is a normal approximation. It is less reliable with very few responses, and it cannot estimate a range at all when every response falls in one group, so the calculator says so instead of drawing a falsely tight one. In our own check of 20,000 simulated surveys with 200 responses each, the range contained the true score 94.4% of the time.
Questions
What is a Net Promoter Score?
A Net Promoter Score (NPS) is one number, from −100 to +100, that summarises how likely your customers are to recommend you. It comes from a single question, “How likely are you to recommend us to a friend or colleague?”, answered on a scale from 0 to 10.
How do you calculate NPS?
Put each answer in a group: 9 and 10 are promoters, 7 and 8 are passives, and 0 to 6 are detractors. Then subtract the percentage of detractors from the percentage of promoters. With 60% promoters and 15% detractors, the NPS is 45. Passives count in the total but not in the subtraction.
Can a Net Promoter Score be negative?
Yes. The score runs from −100, when every respondent is a detractor, to +100, when every respondent is a promoter. A negative score means detractors outnumber promoters.
What is a good NPS?
There is no official cutoff. A score above 0 means promoters outnumber detractors, but whether a number is strong depends on your industry, your customers and how the question was asked. The most reliable comparison is your own previous score, collected the same way, read against the range above.
How many responses do I need?
Enough that the range around your score is narrow enough to act on. The range narrows with the square root of the number of responses, so four times as many responses halves its width. Our sample size calculator gives a starting point; because NPS is a gap between two shares, its range is usually wider than that of a single percentage.
Does this calculator keep my numbers?
No. The calculation runs in your browser, and this page does not send the numbers you enter anywhere. Close the tab and they are gone.
How is NPS different from CSAT?
NPS asks how likely someone is to recommend you, which reflects the relationship over time. CSAT asks how satisfied they were with a specific interaction, usually on a 1 to 5 scale. They answer different questions, so many teams track both.
Is the calculator free?
Yes. There is no signup and no email address to give.
Skip the spreadsheet next time.
SurveyRock’s NPS question collects the 0 to 10 answer and reports promoters, passives and detractors for you. Start from the template, or build your own.
Related: what is a Net Promoter Score? ·sample size calculator
Net Promoter®, NPS®, and Net Promoter System® are registered trademarks, and Net Promoter Score℠ is a service mark, of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.