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NPS calculator

Type your counts or choose a survey export. The score is calculated in your browser; nothing is uploaded.

+16Net Promoter Score from 1,240 responses
41 % promoters34 % passives25 % detractors

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See which themes cost you points

Your score says how many customers are unhappy. Your comments say why, and we measure which reason costs the most.

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How NPS is calculated

The Net Promoter Score comes from one question: how likely are you to recommend us, from 0 to 10.

Promoters: 9 and 10Customers who would recommend you.
Passives: 7 and 8Satisfied but not enthusiastic. They count in the total, not in the difference.
Detractors: 0 to 6Customers who would not recommend you.
NPS = % promoters − % detractorsWith 512 promoters, 418 passives and 310 detractors, 41 % minus 25 % gives an NPS of +16. The score runs from −100 to +100 and is written without a percent sign.

What is a good NPS?

Above 0 means more promoters than detractors. Beyond that, the number depends on your industry, your customers and how and when you ask.

Compare with yourself firstYour own score last quarter is the fairest benchmark: same customers, same question, same channel.
Mind the sample sizeWith 100 responses the likely range of an NPS is about 15 points either way; with 400, about 8. A move of a few points between two months is often noise.
The score does not say whyThe comments do. Counting the most frequent complaints is not enough: the most frequent one is often not the one that costs the most points. See an example.

Questions

How is NPS calculated?

NPS is the percentage of promoters (scores 9 and 10) minus the percentage of detractors (scores 0 to 6). Passives (7 and 8) count in the total but not in the difference. The result runs from minus 100 to plus 100.

Is NPS a percentage?

No. It is the difference of two percentages and is written as a plain number, for example +24, not 24 %.

What is a good NPS?

Above 0 means more promoters than detractors. What counts as good depends on your industry and how you ask, so compare with your own earlier results first, and with benchmarks only from the same industry and channel.

Can I calculate NPS from a CSV export?

Yes. Choose the export from SurveyMonkey, Typeform, Qualtrics or another tool. The calculator finds the 0 to 10 column in your browser and counts promoters, passives and detractors. The file is not uploaded.

How many responses do I need?

With 100 responses, the likely range of an NPS is about 15 points either way; with 400 responses, about 8. Small changes between two months are often noise. The calculator shows the range for your numbers.