How to calculate Net Promoter Score
- Ask customers "How likely are you to recommend us to a friend or colleague?" on a scale from 0 to 10.
- Enter how many gave 9–10 (promoters), 7–8 (passives) and 0–6 (detractors), or paste the raw scores from your survey tool's export.
- Your NPS appears with a breakdown and a margin of error, so you can tell whether a change from last quarter is real.
What NPS means
Net Promoter Score is the percentage of promoters minus the percentage of detractors. With 120 promoters, 50 passives and 30 detractors out of 200, that is 60% − 15% = +45. Passives count towards the total but not the score. NPS ranges from −100 (everyone is a detractor) to +100 (everyone is a promoter). Anything above zero means more fans than critics; above +50 is excellent, and a handful of brands known for loyal customers score above +70.
Benchmarks vary a lot by industry and country, so the most useful comparison is with your own previous results. Because NPS is built from two percentages, it moves around more than people expect with small samples: with 100 responses, the margin of error is often ±10 points or more. Always ask a follow-up question ("What is the main reason for your score?"): the comments tell you what to fix, and following up with detractors quickly can win them back. Scores you paste stay in your browser.
What is a good NPS score?
Above 0 is good, above 30 great, above 50 excellent and above 70 world class, though benchmarks differ by industry.
Why don't passives count?
They are satisfied but not enthusiastic, so they are unlikely to recommend you or to warn others away. They still count in the total number of responses.
How many responses do I need?
At least 100 for a rough read, several hundred to track small changes. The margin of error shows how precise your score is.