NPS calculator
Get your Net Promoter Score from group counts, raw 0–10 answers, or a tally of each score. The margin of error tells you whether a change is real.
Net Promoter Score
+26
± 16 at 95% confidence · 100 responses
Positive, with room to grow: more promoters than detractors.
Red detractors · grey passives · green promoters.
How NPS works
Everyone answers one question: “How likely is it that you would recommend us to a friend or colleague?” on a 0–10 scale. Scores are sorted into three groups, and NPS is the percentage of promoters minus the percentage of detractors. It was introduced by Fred Reichheld of Bain & Company in a 2003 Harvard Business Review article, “The One Number You Need to Grow”.
| Score | Group | Effect on NPS |
|---|---|---|
| 9–10 | Promoter | Raises it |
| 7–8 | Passive | Counted in the total only, so it dilutes both groups |
| 0–6 | Detractor | Lowers it |
The lopsided part
With your current 100 responses, turning one detractor into a passive adds about 1 points, and turning that detractor into a promoter adds twice as much, about 2. Moving a 7 to an 8 does nothing at all. That’s why teams chase the “why” behind low scores rather than nudging the middle.
Margin of error
The ± figure is a 95% confidence interval from the variance of the promoter/detractor split. If two periods’ ranges overlap heavily, the change may be noise. Collect more responses before celebrating or panicking.
Need the survey itself? Open the NPS survey template: the standard question with labelled ends, plus the follow-up that explains the score. Share it by link, no account needed.
Questions people ask
How is Net Promoter Score calculated?
NPS = % promoters (scores 9–10) − % detractors (scores 0–6). Passives (7–8) count in the total but in neither group. The result runs from −100 to +100 and is written without a % sign.
What is a good NPS?
Anything above 0 means more promoters than detractors. Bain & Company, which created NPS, describes above 50 as excellent and above 80 as world-class, but scores vary widely by industry, so compare with your own past results first.
What is the NPS question?
“How likely is it that you would recommend [company/product] to a friend or colleague?”, answered on a 0–10 scale with 0 labelled “Not at all likely” and 10 “Extremely likely”. Follow it with an open “What is the main reason for your score?”
Why does a 7 not count as positive?
Fred Reichheld’s original research linked only 9s and 10s with the repeat purchases and referrals that drive growth. 7s and 8s are satisfied but not enthusiastic, so they’re counted as passive.
How many responses do I need?
With 50 responses, one person switching from promoter to detractor moves NPS by 4 points. Treat small-sample changes of under about 10 points as noise.