NPS Calculator (Net Promoter Score)

Enter your 0-10 survey responses or group counts to get your Net Promoter Score, its margin of error and a chart you can download.

  • Free, no sign-up
  • Step-by-step working
  • Runs in your browser
How is your data organized?

One score per respondent, from 0 to 10. Separate with commas, spaces or new lines, or paste a column from a spreadsheet.

How to use the NPS calculator

  1. Choose how your data is organized: individual scores (one 0-10 answer per respondent) or group counts (how many promoters, passives and detractors you have).
  2. Paste or type your scores, or enter the three counts. Survey exports from Google Forms, SurveyMonkey, Typeform and Qualtrics can be pasted straight from the score column.
  3. Click Calculate NPS to see your score, the breakdown by group and the margin of error.
  4. Read the step-by-step working and the plain-English summary, then click Download PNG to save the chart.

The NPS formula

Every respondent answers "How likely are you to recommend us to a friend or colleague?" on a 0-10 scale, and is put in one of three groups:

  • Promoters score 9 or 10. They're enthusiastic and likely to recommend you.
  • Passives score 7 or 8. They're satisfied but not loyal.
  • Detractors score 0 to 6. They're unhappy and may discourage others.

The Net Promoter Score is the percentage of promoters minus the percentage of detractors:

NPS = %Promoters − %Detractors = 100 × P − Dn

The 95% margin of error for NPS comes from treating it as the difference between two proportions:

MOE = 1.96 × 100 × pP + pD − (pP − pD)2n

P
Number of promoters (scores of 9 or 10)
D
Number of detractors (scores of 0 to 6)
n
Total number of responses, including passives
pP, pD
The proportions of promoters and detractors, as decimals (for example 0.60)
1.96
The z-value for 95% confidence

Worked example

A software company surveys 200 customers. 120 give a 9 or 10, 50 give a 7 or 8, and 30 give 6 or below.

  1. Count the total responses
    n = 120 + 50 + 30 = 200
  2. Percentage of promoters and detractors
    %Promoters = 120200 × 100 = 60%
    %Detractors = 30200 × 100 = 15%
  3. Subtract
    NPS = 60 − 15 = 45
  4. Margin of error (95%)
    MOE = 1.96 × 100 × 0.60 + 0.15 − (0.60 − 0.15)2200 = 1.96 × 100 × 0.0523 ≈ ±10.3

What it means: the company's NPS is +45, which is strong in most industries. With 200 responses, the true score is likely between about 35 and 55. So a later survey would need to move by more than about 10 points before you could be confident something really changed.

How to interpret your NPS

NPS runs from −100 to +100. A positive score means promoters outnumber detractors. Typical scores differ a lot by industry, so treat general ranges as a starting point only:

NPSCommon reading
Below 0Needs improvement: more detractors than promoters
0 to 30Good: more promoters than detractors
30 to 70Great: strong loyalty
70 and aboveExcellent: exceptional loyalty

Three habits make NPS far more useful:

  • Track the trend. Your score this quarter compared with last quarter tells you more than any outside benchmark.
  • Check the margin of error. Small surveys bounce around. If two scores' ranges overlap heavily, the change may just be noise.
  • Read the comments. The number tells you how many customers are unhappy; the open-ended answers tell you why.

Also notice that turning a detractor into a promoter moves your score twice as much as turning a passive into a promoter. The results above show exactly how many points each change would add for your survey.

Net Promoter®, NPS® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld. StatHow is not affiliated with them.

Frequently asked questions

What is a good Net Promoter Score?

Any score above 0 means you have more promoters than detractors. A common rule of thumb treats 0 to 30 as good, 30 to 70 as great and above 70 as excellent, but typical scores vary a lot by industry and region. The most useful comparison is your own score over time, or a benchmark from companies like yours that use the same survey method.

Can an NPS be negative?

Yes. NPS runs from −100 (every respondent is a detractor) to +100 (every respondent is a promoter). A negative score means detractors outnumber promoters, which usually signals problems worth investigating in the open-ended feedback.

Why don't passives count in the NPS formula?

Passives (scores of 7 or 8) don't appear in the subtraction, but they do count in the total number of responses. So more passives pull both the promoter and detractor percentages toward zero. Converting a passive into a promoter raises your NPS, just by half as much as converting a detractor.

Is NPS a percentage?

No. NPS is the difference between two percentages, so it is reported as a plain number such as 45 or −12, not 45%. It is sometimes written with a sign, like +45, to make clear it can also be negative.

How many responses do I need for a reliable NPS?

It depends on how precise you need to be. With 100 responses the 95% margin of error is often around ±15 points; with 400 it shrinks to about ±7 or 8. This calculator shows the margin of error for your data, so you can tell whether a change from one survey to the next is likely to be real.

What question is used to measure NPS?

The standard question is "On a scale from 0 to 10, how likely are you to recommend [company or product] to a friend or colleague?" where 0 means not at all likely and 10 means extremely likely. A follow-up open question asking why is what makes the score actionable.

Last reviewed November 10, 2026