NPS calculator

Calculate Net Promoter Score from customer ratings 0–10. Enter counts per score or by group — get NPS and interpretation instantly.

NPS (Net Promoter Score) — customer loyalty index. Willingness to recommend. Formula: NPS = % promoters − % detractors. Range −100 to +100.

FAQ about NPS

Enter survey data

Enter number of responses for each score from 0 to 10

Detractors (0–6) Passives (7–8) Promoters (9–10)

Promoters (scores 9–10)

Respondents who gave 9 or 10

Passives (scores 7–8)

Respondents who gave 7 or 8

Detractors (scores 0–6)

Respondents who gave 0 to 6

Assumptions and limitations

NPS is calculated using the standard Bain & Company methodology.
Scores 0–6 = detractors, 7–8 = passives, 9–10 = promoters.
At least 100 responses recommended for statistically meaningful results.

Net Promoter Score

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How NPS is calculated

NPS formula

NPS = % promoters − % detractors. Passives (7–8) are not in the formula but count in the total. Result is an integer from −100 to +100.

Promoters (9–10)

Loyal customers who recommend your company. They drive repeat purchases and bring new customers through word of mouth.

Passives (7–8)

Satisfied but not loyal. They may switch to competitors. Goal: convert them to promoters.

Detractors (0–6)

Unhappy customers who may leave negative reviews. Important to find causes and address them.

NPS calculation examples

1 Good NPS

Total responses: 100. Promoters (9–10): 60. Passives (7–8): 25. Detractors (0–6): 15.

NPS = 60% − 15% = +45 — excellent result

2 Problematic NPS

Total responses: 200. Promoters: 40. Passives: 60. Detractors: 100.

NPS = 20% − 50% = −30 — needs attention

3 Neutral audience

150 responses: promoters 30, passives 90, detractors 30.

NPS = 20% − 20% = 0 — many in the middle, few extremes.

4 Very high NPS

500 responses: promoters 400, passives 70, detractors 30.

NPS = 80% − 6% = +74 — exceptional loyalty.

5 Small sample

30 responses: promoters 12, passives 10, detractors 8.

NPS = 40% − 26.7% ≈ +13. With n < 100 interpret with caution; results may vary.

6 Before/after comparison

Before: 50/30/20 → NPS +30. After: 55/28/17 → NPS +38. Enter three numbers per wave.

Calculator gives one NPS at a time — compute both periods and compare.

NPS benchmarks by industry

Industry

Low

Mid

High

SaaS / IT

0–30

30–50

50+

E-commerce

0–20

20–40

40+

Finance / Banking

0–20

20–35

35+

Telecom

−10–10

10–25

25+

Insurance

0–15

15–30

30+

* Benchmarks are approximate and vary by region and segment.

What to avoid

Interpreting NPS without context Compare with industry benchmarks and your own trends, not abstract "good" numbers from the web.
Collecting too few responses With samples under 100, NPS fluctuates a lot. For segment comparison you need hundreds per segment.
Ignoring passives in qualitative analysis Scores 7–8 mean "satisfied but not loyal". Worth understanding reasons and working to convert to promoters.
Measuring once without a plan Need regularity (quarterly or semi-annual) and consistent survey conditions, or trends are unreadable.

After calculating NPS

Collect enough responses (100+ for one index, more for segments).
Compare NPS with the previous wave and industry benchmarks.
Add an open question "Why did you give this score?" for qualitative analysis.
Track the trend: run the survey regularly under the same conditions.
Work with detractors (0–6): find causes and close gaps.

FAQ about NPS

What is NPS?

NPS (Net Promoter Score) is a customer loyalty index by Bain & Company. It measures willingness to recommend on a 0–10 scale. Calculated as the difference between the share of promoters (9–10) and detractors (0–6).

What is a good NPS?

Positive NPS (above 0) is already good. NPS 30–50 is strong. Above 50 is excellent. Above 70 is world-class. Compare with your industry benchmarks and track trends.

How many responses for NPS?

For statistically meaningful results, at least 100 responses is recommended. With smaller samples, NPS can vary a lot. Transactional NPS (after a touchpoint) may use smaller samples.

Why don't passives count in the formula?

Passives (7–8) are satisfied but not loyal. They don't recommend or detract, so they don't affect the net score. They are included in the total when calculating percentages.

How often to measure NPS?

Depends on the business. Relational NPS (overall loyalty) — quarterly or twice a year. Transactional NPS (after purchase/contact) — continuously. Keep it consistent to track trends.

Can I automate NPS calculation?

Yes. In SurveyNinja you create an NPS survey and the platform calculates NPS as responses come in. Export via API or webhooks.

Should NPS be weighted by segments?

To compare segments (region, product, channel), calculate NPS separately for each. For company-wide NPS you can use all responses or weight by segment share — depends on your goals.

What if NPS dropped?

Add an open question "Why did you give this score?" and analyze reasons. Reach out to detractors (0–6) for qualitative feedback. Compare with previous waves and segments.

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In SurveyNinja, NPS, CSAT and more are calculated automatically. Create a survey in 5 minutes and get real-time analytics.

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NPS calculator

Enter survey data

Assumptions and limitations

Interpretation

How NPS is calculated

NPS formula

Promoters (9–10)

Passives (7–8)

Detractors (0–6)

NPS calculation examples

1 Good NPS

2 Problematic NPS

3 Neutral audience

4 Very high NPS

5 Small sample

6 Before/after comparison

NPS benchmarks by industry

What to avoid

After calculating NPS

FAQ about NPS

What is NPS?

What is a good NPS?

How many responses for NPS?

Why don't passives count in the formula?

How often to measure NPS?

Can I automate NPS calculation?

Should NPS be weighted by segments?

What if NPS dropped?

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