Free marketing tool
Free NPS Calculator
Get your Net Promoter Score (NPS) in seconds. Enter how many promoters, passives and detractors you have, or paste the raw 0-10 scores from your survey. The calculator shows your NPS, the share of each group and the margin of error.
Live calculator
Calculate your Net Promoter Score
Net Promoter Score
45
From 100 responses. 95% margin of error: ±14.5 points.
- Promoters (9-10)
- 60.0%
- Passives (7-8)
- 25.0%
- Detractors (0-6)
- 15.0%
Formula
NPS = % promoters - % detractors
What is NPS?
Net Promoter Score is a simple measure of customer loyalty. You ask one question: "How likely are you to recommend us to a friend or colleague?" People answer on a scale from 0 to 10, and you sort them into three groups:
- Promoters (9-10): happy customers who are likely to recommend you.
- Passives (7-8): satisfied, but not keen enough to spread the word.
- Detractors (0-6): unhappy customers who may talk you down.
How to calculate NPS
The formula is: NPS = % promoters - % detractors.
Example: 100 people answer your survey. 60 give a 9 or 10, 25 give a 7 or 8, and 15 give 6 or less. That is 60% promoters and 15% detractors, so the NPS is 60 - 15 = 45.
The score can go from -100 (everyone is a detractor) to 100 (everyone is a promoter). Passives count in the total but are not added or subtracted.
What is a good NPS?
It depends a lot on your industry, your market and how you run the survey, so treat any benchmark as a rough guide. As a general rule of thumb:
- Below 0: more detractors than promoters, worth looking into.
- 0 to 30: okay, with room to improve.
- 30 to 70: good to very good.
- Above 70: excellent and fairly rare.
The most useful comparison is with your own past scores, measured the same way.
The limits of NPS
Small samples move a lot. With 50 responses, a few people changing their answer can shift the score by 10 points or more, so check the margin of error before you react to a change. The confidence interval calculator explains how this kind of uncertainty works, and the sample size calculator helps you plan how much data you need.
Timing matters too. A survey sent right after a smooth checkout gets different answers than one sent after a support ticket. Keep the timing and the audience the same if you want to compare scores over time.
Connect NPS to what users actually do
NPS measures intent: what people say they would do. It does not show whether they come back, upgrade or refer anyone. Pair it with behavior data, such as repeat visits, signups and your conversion rate, to see if a higher score turns into real results. PageDuel tracks those actions on your site and lets you A/B test changes to see what moves them.
FAQ
How do you calculate NPS?
Ask 'How likely are you to recommend us to a friend or colleague?' on a 0-10 scale. Count 9-10 as promoters, 7-8 as passives and 0-6 as detractors. NPS is the percent of promoters minus the percent of detractors, so it runs from -100 to 100.
Why are passives not part of the NPS formula?
Passives are not added or subtracted, but they still count in the total. More passives lower both the promoter and detractor percents, which pulls the score toward 0.
How many responses do I need for a reliable NPS?
With 100 responses the 95% margin of error is often around ±10 to ±15 points. To halve it you need about four times as many responses. The calculator shows the margin of error for your own numbers.
Is NPS a percentage?
No. NPS is a number from -100 to 100, not a percent. An NPS of 45 means promoters outnumber detractors by 45 percentage points.
Net Promoter®, NPS® and Net Promoter Score® are registered trademarks of Bain & Company, Inc., NICE Systems, Inc. (Satmetrix) and Fred Reichheld.
See what customers do, not only what they say
PageDuel tracks visitors, signups and revenue, then lets you A/B test the pages that turn happy visitors into paying customers.
14-day free trial · No credit card required