NPS Calculator

People answer "How likely are you to recommend us to a friend or colleague?" from 0 to 10. Scores of 9 and 10 are promoters, 7 and 8 are passives, and 0 to 6 are detractors. Work out the percentage of promoters and the percentage of detractors, then subtract the second from the first. The result runs from -100 (everyone is a detractor) to +100 (everyone is a promoter). It is a number, not a percentage, so you write it as +19, not 19%.

Above 0 means you have more promoters than detractors, which is a reasonable floor. Beyond that, "good" is relative. The most useful comparisons are your own score from last quarter and competitors you can find a score for, asked the same way. Scores vary a lot between industries and between survey methods, so we don't quote a benchmark here. Treat any number you read online as a rough guide at best.

There is no magic number, which is why the tool shows a 95% interval. It uses the standard variance for NPS, (p_promoters + p_detractors - (p_promoters - p_detractors)^2) / n, and multiplies the standard error by 1.96. With a small sample the interval is wide, so a move of a few points is probably noise. If your interval spans a large range, treat the score as indicative and keep collecting. The interval also assumes the people who answered are a fair sample of your customers, which a low response rate can undermine.

Passives (7 and 8) are satisfied but not enthusiastic, so they are unlikely to recommend you and also unlikely to criticise you. NPS leaves them out of the subtraction, but they still count in the total, so more passives pull both percentages down and move your score toward 0. A tool that shows the three groups side by side makes that visible.