NPS Calculator
Enter how many promoters, passives and detractors you have, or paste your 0 to 10 scores. Get your Net Promoter Score and how far you can trust it.
scored 0 to 6
scored 7 or 8
scored 9 or 10
Your NPS
200 responses · % promoters minus % detractors: 60.0% − 14.0%
Give or take 10.1 points at 95% confidence, so the true score is likely between +36 and +56.
Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld.
Two ways in, one score:
Count by group
If your survey tool already gives you totals, type how many people scored 9 or 10 (promoters), 7 or 8 (passives) and 0 to 6 (detractors). The score updates as you type.
Paste scores
If you have the raw answers, copy the whole column from your spreadsheet and paste it. One score per line, or separated by commas or spaces. Anything that is not a whole number from 0 to 10 is left out and counted for you.
Read the margin
Under the score you get its margin of error at 95% confidence. With 200 responses a score can move 10 points from sampling alone, so check the range before you call a change real.
The NPS formula
NPS = % promoters − % detractors
Worked example: 200 responses with 120 promoters, 52 passives and 28 detractors. 120 ÷ 200 = 60% promoters and 28 ÷ 200 = 14% detractors, so NPS = 60 − 14 = +46.
Margin of error at 95% confidence, in points: 1.96 × √((p + d − (p − d)²) ÷ n) × 100, where p and d are the shares of promoters and detractors as decimals and n is the number of responses.
Margin of error by number of responses
For a split of 50% promoters, 30% passives and 20% detractors (NPS +30), at 95% confidence.
| Responses | Margin of error (points) |
|---|---|
| 50 | ±21.6 |
| 100 | ±15.3 |
| 200 | ±10.8 |
| 400 | ±7.7 |
| 1,000 | ±4.8 |
| 2,000 | ±3.4 |
Common questions
How do you calculate NPS?
Ask customers how likely they are to recommend you, on a scale from 0 to 10. People who answer 9 or 10 are promoters, 7 or 8 are passives, and 0 to 6 are detractors. NPS is the percentage of promoters minus the percentage of detractors. With 120 promoters, 52 passives and 28 detractors out of 200 responses, 60% minus 14% gives an NPS of +46.
What is a good NPS?
Any score above 0 means you have more promoters than detractors. Beyond that it depends on your industry, your country and how you ask, so published benchmarks are only a rough guide. The comparison that tells you the most is your own score over time, measured the same way.
How many responses do I need for a reliable NPS?
More than most teams expect. NPS is the difference between two percentages, so its margin of error is wider than for a single percentage. Around 100 responses typically means a margin of 10 to 16 points at 95% confidence, and around 400 brings it down to 5 to 8. The calculator shows the margin for your own numbers.
Do passives affect the score?
Not directly. They are neither added nor subtracted, but they count in the total, so more passives pull the score toward 0. Moving a passive up to a promoter raises the score, which is why the 7s and 8s are worth reading closely.
Is a change in my NPS real or just noise?
Compare the change with the margin of error. If your score went from +40 to +44 and each survey has a margin of 10 points, the difference is well inside the noise. As a rule of thumb, wait until the two ranges no longer overlap before treating a change as real. Asking the same question to the same kind of customer at the same moment each time makes changes easier to trust.
Can I run an NPS survey with SegmentOS?
Yes. In SegmentOS it is called the Loyalty Score: a 5-question template with the 0 to 10 recommendation question, the main reason behind the score and open feedback. The template is on the Free plan.