Enter your survey counts or paste the raw 0 to 10 answers. You get the Net Promoter Score, the promoter, passive and detractor split, and how much the score could move by chance.
Your survey results
The example numbers are a sample. Replace them with your own.
Net Promoter Score
+47
Promoters62%
Passives23%
Detractors15%
The formula
NPS = % promoters - % detractors
Customers answer one question: “How likely are you to recommend us to a friend or colleague?” on a scale from 0 to 10.
Answer
Group
9 or 10
Promoter
7 or 8
Passive
0 to 6
Detractor
A worked example
Out of 200 responses, 110 are promoters, 50 are passives and 40 are detractors. That is 55% promoters and 20% detractors, so the NPS is 55 - 20 = +35.
Why the margin of error matters
A score from a small survey can swing by many points by chance. The calculator shows the margin of error at 95% confidence, worked out from your promoter and detractor shares and the number of responses. If last month’s score sits inside this month’s margin, the change may be noise.
How support teams use NPS
Send the survey after a ticket is solved, or on a fixed schedule to all customers, and keep the method the same each time.
Read the comments from detractors first: they point at what to fix.
Track NPS next to CSAT and first response time, which react faster to changes in your support process.
Frequently asked questions
How do you calculate NPS?
Take the percentage of promoters (scores of 9 or 10) and subtract the percentage of detractors (scores of 0 to 6). Passives (7 or 8) count toward the total but not toward either group. The result runs from -100 to +100.
Is NPS a percentage?
No. It is the difference between two percentages, so it is written as a plain number such as +32 or -8.
What is a good NPS?
Any score above zero means you have more promoters than detractors. Beyond that, compare against your own past scores and against benchmarks published for your industry, because typical scores differ a lot between industries.
How many responses do I need?
Enough that the margin of error is smaller than the change you want to detect. With 100 responses it is usually 12 to 17 points, and with 400 responses about half that.
Does this calculator store my data?
No. It runs in your browser and nothing you enter is sent anywhere.