Net Promoter Score Calculator
Compare your NPS to the average for your industry
Enter survey responses
Add response counts for scores 0–10 (or use Quick mode for aggregate totals) to calculate your Net Promoter Score instantly.
How to Use the NPS Calculator
Choose your input mode
Select Detailed mode to enter individual response counts for scores 0 through 10 — best for raw survey exports. Use Quick mode if you already have totals for Promoters, Passives, and Detractors. Choose eNPS for employee loyalty measurement using the same formula.
Enter your response data
In Detailed mode, type the number of respondents for each score from 0 to 10. In Quick mode, enter your Promoter, Passive, and Detractor totals. Leave any score field empty to treat it as zero. Use the Load Sample Data button to see an example.
Select an industry benchmark
Optionally choose your industry from the dropdown to compare your score against the average NPS for that sector. The calculator will show a benchmark panel with your score, the industry average, and the delta — helping you gauge whether your score is above or below par for your market.
Interpret results and export
Review your NPS, zone label, segment percentages, gauge bar position, and distribution chart. Read the zone-specific improvement tips for actionable next steps. Export results to CSV for presentations or import into your analytics tools. Print results directly from the browser for reports.
Frequently Asked Questions
What is a good NPS score?
NPS context depends heavily on industry. In general, any positive NPS (above 0) indicates more Promoters than Detractors. Scores of 30–49 are broadly considered Good; 50–69 Excellent; 70+ World Class. However, a 'good' score is really one that is above your industry average and trending upward over time. A telecom company with +30 is performing well above average (industry avg. 24), while a hospitality brand with +30 is below average (industry avg. 56). Always interpret NPS in industry and trend context, not as an absolute.
Why does NPS ignore Passives in the formula?
Passives (scores 7–8) are included in the total respondent denominator but excluded from the NPS formula itself because they are considered neutral — neither actively promoting nor detracting from your brand. Their inclusion in the denominator effectively dilutes the score, which is intentional: a high proportion of Passives will lower your NPS relative to a base of the same size with more Promoters. Passives represent an opportunity — they are satisfied enough to stay but not loyal enough to recommend. Converting them to Promoters is often the fastest way to improve NPS.
What is the difference between NPS and eNPS?
Net Promoter Score (NPS) measures customer loyalty — how likely customers are to recommend your product or service. Employee Net Promoter Score (eNPS) measures employee loyalty — how likely employees are to recommend your company as a place to work. The formula is identical: eNPS = % Promoter employees − % Detractor employees, using the same 0–10 scale. The survey question changes to 'How likely are you to recommend our company as a great place to work?' eNPS benchmarks differ from customer NPS benchmarks; typical eNPS scores range more widely and often run lower than customer NPS in the same company.
How many responses do I need for a reliable NPS?
Statistical reliability increases with sample size. Most practitioners recommend a minimum of 50 responses to produce a meaningful NPS, but 100–200 is preferred for confidence intervals narrow enough to be actionable. With fewer than 30 responses, a single Detractor or Promoter can swing the score by 3–5 points, making trend analysis unreliable. For segmented NPS — by product, region, or customer type — each segment needs sufficient responses independently. When reporting NPS to stakeholders, always include the response count and a margin of error if the sample is small.
What factors can inflate or deflate my NPS?
Survey timing has a major impact: immediately post-purchase NPS tends to be higher than NPS measured 60–90 days later when customers have more experience with the product. Channel matters too — email surveys typically return lower scores than in-app surveys due to selection bias. Non-response bias is common: dissatisfied customers may be more likely to respond, deflating scores. Conversely, incentivized surveys inflate scores artificially. Leading questions, survey fatigue (survey too long), and ambiguous wording can all distort results. Use consistent methodology across measurement periods to ensure trends are meaningful rather than artifacts of methodology changes.
How often should I measure NPS?
Measurement frequency depends on your business model and customer interaction volume. B2C businesses with high transaction volumes often run continuous transactional NPS — triggered surveys after specific interactions like purchases, support tickets, or deliveries. B2B businesses typically run relationship NPS on a quarterly or semi-annual cycle, sent to all accounts regardless of recent interactions. Relational NPS captures the overall brand relationship, while transactional NPS captures specific journey moments. Most practitioners recommend measuring at the same interval consistently — quarterly is a common cadence — to build a reliable trend line and correlate NPS changes with specific business initiatives.