data tool
NPS calculator
Net Promoter Score is the percentage of promoters, who answer 9 or 10, minus the percentage of detractors, who answer 0 to 6, giving a score from minus 100 to plus 100. Paste a column of answers or type the counts per score to get the score, the three groups, and how many more promoters would lift it by ten points.
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- Runs on your device, nothing is uploaded
- Free, no sign in
- No watermark, no file limit
How it works
- 1
Paste or count
Paste the score column from a spreadsheet or a form's CSV export, or switch to counts and type how many gave each score.
- 2
Read the score
The big number is the NPS. It can be negative when detractors outnumber promoters.
- 3
Look at the bar
Red, amber and green show the share of detractors, passives and promoters, which explains the score better than the score alone.
- 4
See what moves it
The line under the bar says how many more promoters, everyone else unchanged, lift the score by ten.
How NPS is worked out
The question is how likely someone is to recommend you, on a scale from 0 to 10. Bain and Company, who publish the method, group 9 and 10 as promoters, 7 and 8 as passives, and 0 to 6 as detractors. The score is the promoter percentage minus the detractor percentage. With 50 promoters, 30 passives and 20 detractors out of 100, the NPS is 50 minus 20, or plus 30. It is written as a whole number, not a percentage, and it runs from minus 100, when everyone is a detractor, to plus 100, when everyone is a promoter.
Why passives count in the base but not the score
Passives do not add to or subtract from the top line, but they are counted in the total that both percentages are taken from. So turning a passive into a promoter raises the score, and so does turning a detractor into a passive. Adding passives on their own lowers both percentages and pulls the score towards zero. This is why two surveys with the same NPS can describe very different customers: plus 20 can be 60% promoters and 40% detractors, or 20% promoters and 80% passives. Read the bar, not just the number.
How sample size affects the score
NPS swings more than a simple percentage because it subtracts two shares, so each one's uncertainty adds up. With 20 responses, a single customer moving from detractor to promoter changes the score by 10 points. With 400 responses, the same change is half a point. Treat a monthly score from a few dozen answers as a rough indicator, and look at a rolling three month figure or a larger sample before celebrating or worrying about a change.
Getting the answers from a form
A form needs only one question for NPS: How likely are you to recommend this business to a friend or colleague, with eleven options from 0 to 10, followed by an optional question asking why. In the form builder that is a radio question with options 0 to 10. The CSV export of responses puts each question in its own column, using the option labels, so the score column can be copied straight from the export into this calculator.
What a good NPS is
Any positive score means more promoters than detractors, and above plus 50 is generally considered strong. Comparisons across companies are unreliable, though, because scores depend on when and how the question is asked, who is asked, and the industry. The most useful comparison is your own score over time, measured the same way. The follow up question asking why is where the improvements come from.
Acting on detractors
Detractors are the fastest way to raise the score, because each one converted to a passive or promoter moves two numbers at once. Reading their comments, fixing the common complaint, and following up personally with the few who left contact details often does more than any campaign to attract new promoters.
Limits
- Only whole numbers from 0 to 10 are counted. Headers, blanks and other text are skipped and reported.
- The score only. It gives no benchmark for your industry, because published benchmarks vary too much by method to quote safely.
- Small samples swing widely: with 20 answers, one person changing group moves the score by 10 points.
- Net Promoter, NPS and Net Promoter Score are trademarks of their owners; this is an independent calculator.
What it does not do
- It does not collect the answers.
- It does not read the comments people wrote.
- It does not store your data.
Questions people ask
How is NPS calculated?
Ask the 0 to 10 likelihood to recommend question, count the 9s and 10s as promoters and the 0s to 6s as detractors, then subtract the detractor percentage from the promoter percentage. With 62% promoters and 15% detractors, the NPS is 47. Passives, the 7s and 8s, count only in the total.
What is a good NPS score?
Above zero means more promoters than detractors. Plus 30 is solid and above plus 50 is usually considered excellent, but published industry benchmarks vary widely with method and timing. Compare your score with your own past results gathered the same way, which tells you more than a figure from another company.
Why don't passives count in NPS?
They are counted, just not on either side of the subtraction. Passives sit in the total that the promoter and detractor percentages are worked out from, so more passives pull the score towards zero. The method treats 7s and 8s as satisfied but not enthusiastic enough to recommend you actively.
Can NPS be negative?
Yes. When detractors outnumber promoters the score falls below zero, down to minus 100 when every answer is 0 to 6. A negative score is common in industries where customers deal with a company out of necessity, and it is a clear signal to read what detractors say.
Can I calculate NPS from a 1 to 5 star rating?
Not properly. NPS is defined on the 0 to 10 scale, and the groups depend on its cut points. Mapping stars onto it is a guess that produces a number not comparable with real NPS. Ask the 0 to 10 question if you want an NPS, or report star averages as they are.
Ask the NPS question in a form
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Background reading: the question page on this.
Written and checked by the OneCraft team. Last checked .