NPS Calculator (Net Promoter Score)

Calculate Net Promoter Score from promoter, passive and detractor counts or pasted 0–10 survey scores, with a 95% margin of error.

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How Net Promoter Score Is Calculated

Net Promoter Score comes from one survey question: how likely are you to recommend us to a friend or colleague, on a scale from 0 to 10? Answers are sorted into three groups, and the score is the gap between the happiest and least happy customers.

  • Promoters (9–10): enthusiastic customers likely to buy again and refer others.
  • Passives (7–8): satisfied but not loyal. They count toward the total but not the score.
  • Detractors (0–6): unhappy customers who may discourage others.
  • NPS = % promoters − % detractors. With 50 promoters, 30 passives and 20 detractors out of 100, NPS is 50 − 20 = +30. The score runs from −100 (all detractors) to +100 (all promoters).

You can type the three counts or paste raw 0–10 answers straight from a spreadsheet column; the calculator sorts them and tells you how many entries it ignored.

Why the Margin of Error Matters

An NPS from a small survey can move a lot by chance. The calculator treats each response as +1 (promoter), 0 (passive) or −1 (detractor), so the standard error is √((pP + pD − (pP − pD)²) ÷ n). The 95% margin of error is 1.96 times that.

  • Worked example: for 50/30/20 out of 100, the standard error is √((0.5 + 0.2 − 0.09) ÷ 100) = 7.8 points, so the margin is about ±15.3 and the true score likely sits between +15 and +45.
  • Sample size: quadrupling responses roughly halves the margin. At 400 responses with the same mix it drops to about ±7.7.
  • Comparing periods: a move from +30 to +36 is inside the noise for a 100-person survey, so don't treat it as a real improvement without more data.

Common Mistakes to Avoid

  • Averaging the 0–10 answers: NPS is not the mean score. A mean of 8 can hide many detractors.
  • Dropping passives from the total: passives don't add to the score, but they belong in the denominator. Leaving them out inflates both percentages.
  • Comparing across industries or survey types: relationship surveys and post-purchase surveys produce different scores, and norms vary widely by sector, so benchmark against your own history first.
  • Surveying only happy customers: sending the survey only after a successful support ticket or to your newsletter's most engaged readers biases the result upward.

Tips for Using NPS Well

  • Ask why: follow the 0–10 question with an open text question. The reasons behind detractor scores are where the fixes are.
  • Track the trend with its margin: plot each period's score with its range rather than a single number.
  • Segment: calculate NPS by plan, region or customer age. A flat overall score can hide one segment improving while another declines.
  • Close the loop: contact detractors quickly; many companies find that a fast response recovers a meaningful share of them.

Net Promoter, NPS and Net Promoter Score are trademarks of Bain & Company, Inc., NICE Systems, Inc. (Satmetrix) and Fred Reichheld; they are used here only to describe the standard calculation.

Frequently Asked Questions

Common questions about the NPS Calculator (Net Promoter Score)

Any score above 0 means you have more promoters than detractors. What counts as good varies a lot by industry and survey type, so the most useful comparison is your own score over time, with its margin of error.

Sources & References

Measuring Your Net Promoter Score

Defines promoters (9–10), passives (7–8), detractors (0–6) and NPS as % promoters minus % detractors on a −100 to +100 scale.
→Source: Bain & Company (Net Promoter System)

The One Number You Need to Grow

The article that introduced the likelihood-to-recommend question behind NPS.
→Source: Harvard Business Review (Frederick F. Reichheld, 2003)

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