Net Promoter Score Calculator
Calculate your Net Promoter Score (NPS) from promoters, passives, and detractors. Compare to industry benchmarks, track NPS trends, and estimate statistical significance.
Net Promoter Score
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Total Respondents —
Promoters % —
Detractors % —
Extended More scenarios, charts & detailed breakdown ▾
NPS Score
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Total Respondents —
Promoters —
Passives —
Detractors —
Professional Full parameters & maximum detail ▾
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NPS Score
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Total Respondents —
Promoters % —
Detractors % —
Margin of Error (95% CI) —
Responses for 5-pt Accuracy —
Promoters Needed to Hit Target —
Revenue at Risk (from detractors) —
How to Use This Calculator
- Enter the count of promoters (customers who scored 9 or 10).
- Enter passives (scored 7–8) and detractors (scored 0–6).
- See your NPS score, response breakdown, and total respondents.
- Use the Benchmark tab to compare your NPS against your industry average.
- Use the Trend tab to enter 3 periods and see if NPS is improving or declining.
- Use the Professional tab for margin of error, statistical significance, and revenue at risk from detractors.
Formula
NPS = (Promoters ÷ Total) × 100 − (Detractors ÷ Total) × 100
Range: −100 to +100
Margin of Error = 1.96 × √(0.25 ÷ n) × 100
Example
100 respondents: 60 promoters, 25 passives, 15 detractors. Promoter % = 60%, Detractor % = 15%. NPS = 60 − 15 = 45. Margin of error at 95% CI = 1.96 × √(0.25÷100) × 100 = ±9.8 points.
Frequently Asked Questions
- NPS = % Promoters (9–10 scores) − % Detractors (0–6 scores). Passives (7–8) are counted in the total but excluded from the calculation. Score ranges from −100 (all detractors) to +100 (all promoters). Example: 60% promoters − 15% detractors = NPS 45.
- NPS benchmarks vary by industry. A score above 0 is positive; above 20 is "favorable"; above 50 is "excellent"; above 70 is "world class." Retail/e-commerce averages 50–60. SaaS averages 30–40. Airlines typically score 20–30. Telecom and utilities often score below 20.
- For a ±5 point margin of error at 95% confidence, you need approximately 385 respondents. For ±10 points, about 97 responses suffice. Smaller companies often aim for a minimum of 50–100 responses before acting on NPS data.
- Transactional NPS surveys are sent after key interactions (purchase, support ticket). Relational NPS surveys are sent quarterly or annually to gauge overall brand sentiment. Avoid survey fatigue by not surveying the same customer more than once per quarter.
- Converting detractors to neutrals gives immediate NPS improvement. Converting passives to promoters has a larger impact because each passive converted adds +1% to promoters AND removes −1% from the passive count (improving NPS by roughly 2 points per 1% shift).