NPS Calculator

Net Promoter Score is one number on a −100 to +100 scale that tells you whether your customers would recommend you. Promoters (scored 9–10) minus detractors (scored 0–6), as a percentage. Passives (7–8) count toward the total but cancel out in the math — the score weighs strong advocates against vocal critics and treats the middle as silence.

Responses

Promoters (9–10)

The advocates.

Passives (7–8)

Satisfied but not enthusiastic.

Detractors (0–6)

Unhappy. Likely to churn or warn others.

Your NPS

+60

Great

Strong word-of-mouth territory. Promoters are doing your marketing for you.

Based on 100 responses. 70.0% promoters − 10.0% detractors = 60.

Distribution

70%

20%

10%

Promoters (9–10)

70.0% of 100

Passives (7–8)

20.0% of 100

Detractors (0–6)

10.0% of 100

Industry benchmark

Approximate industry averages from recent public NPS surveys. Numbers are directional — your customers, your segment, and your sample size all matter more than the average.

Industry	Avg NPS	vs. you
SaaS / Tech	+30	+30
E-commerce / Retail	+45	+15
Banking	+25	+35
Insurance	+35	+25
Hospitality	+40	+20
Telecom	0	+60

One number is not a strategy. NPS tells you whether the trend is moving — it doesn't tell you why. The score becomes useful when you also read the open-text comments from your detractors and passives. That's where the work is.

The NPS Calculator turns a column of survey responses into one number on a −100 to +100 scale. Net Promoter Score asks customers a single question — 'How likely are you to recommend us, 0 to 10?' — and reduces the answers to a single signal: percentage of promoters (9–10) minus percentage of detractors (0–6). Passives (7–8) count toward the total but cancel out in the math, by design. Paste raw 0–10 scores from your survey export, or enter the pre-aggregated counts if you've already tallied them. The result includes a distribution chart, a rating (needs-work / good / great / world-class), and a benchmark table comparing your score against published industry averages.

Built by Bob QA by Ben Shipped May 15, 2026

How to use

1
Pick the input mode that matches what you have. 'I have counts' is for pre-aggregated numbers from your dashboard or spreadsheet. 'Paste raw scores' is for the raw column of 0–10 responses you exported from SurveyMonkey, Typeform, Delighted, or anywhere else.
2
In counts mode, enter the number of promoters (scored 9 or 10), passives (7 or 8), and detractors (0 through 6). The score updates as you type.
3
In scores mode, paste your raw responses — commas, spaces, or new lines all work. The tool figures out the delimiters, ignores anything that isn't a whole number 0–10, and tells you how many it skipped.
4
Read the score. It sits in one of four bands: needs-work (below 0), good (0–30), great (30–70), or world-class (above 70). The colored note explains what each band typically means.
5
Compare against the industry benchmarks below. The 'vs. you' column shows how many points you're ahead or behind. Remember these averages are directional — your customers, sample size, and segment matter more than any industry-wide number.

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Frequently asked questions

What's the formula for NPS?

NPS = (% promoters) − (% detractors). Promoters are respondents who scored 9 or 10. Detractors scored 0 through 6. Passives (7 or 8) are part of the total but contribute 0 to the calculation — they cancel out by design. The result lands somewhere between −100 (every respondent is a detractor) and +100 (every respondent is a promoter).

Why do passives not count?

Fred Reichheld, who introduced NPS at Bain & Company in 2003, framed it as a measure of growth fuel and growth drag. Promoters bring in new customers through word-of-mouth (fuel); detractors actively push them away (drag). Passives are happy enough to come back but won't recommend you and won't warn anyone off — they're neutral on growth, so they don't move the score. Counting them would dilute the signal.

Is a 6 really a detractor? They didn't seem unhappy.

Six is the most-litigated cutoff in NPS, and the answer is yes — but the framing matters. The original Bain research found that customers who scored 0–6 churned at much higher rates and recommended companies far less often than those who scored 7+. Calling them 'detractors' overstates how angry they are; what the number really means is 'won't help you grow.' Many of them are simply indifferent. Read the open-text comments to understand which ones are actually unhappy.

What's a good NPS score?

The widely-used Bain bands are: below 0 (needs work — more drag than fuel), 0 to 30 (good — most companies live here), 30 to 70 (great — strong word-of-mouth), and above 70 (world-class — Apple, Costco, Tesla territory). But industry context matters: an NPS of +30 is excellent for a bank and merely okay for a SaaS product. Use the benchmark table on this page as a starting point, not a verdict.

How many responses do I need before the score is meaningful?

There's no magic number, but the variance gets ugly below about 30 responses — a single detractor in a sample of 10 swings the score by 10 points, which is noise, not signal. For internal tracking, 100+ responses per period is a reasonable floor. For comparing segments (mobile vs desktop, free vs paid), you want at least 100 per segment. Below 30, treat the number as a directional read on a small sample, not a metric.

Should I survey all customers or just recent ones?

Two common methods. 'Relational NPS' surveys all customers on a fixed cadence (quarterly, biannually) and measures overall sentiment. 'Transactional NPS' surveys customers immediately after a specific interaction (a support ticket, an onboarding step, a checkout) and measures sentiment about that touchpoint. Most teams run both: relational for the headline trend, transactional for finding which moments break things. The calculator works the same for either — just pick the population you care about and survey them.

What do I do once I have the score?

The score is the headline; the work lives in the comments. Read every open-text response from your detractors — they'll usually tell you exactly what's wrong in plain language. Categorize the themes (pricing, support response time, missing feature, broken flow). Pick the one or two that come up most often, fix them, and re-survey in 60–90 days. NPS is most useful as a trend line, not as a single number — moving from +15 to +25 over two quarters is a real signal that the fixes worked.

Does anything stored or sent anywhere when I use this calculator?

No. The calculation runs entirely in your browser. The raw scores you paste, the counts you enter, the computed NPS — none of it leaves the page or gets logged. Close the tab and it's gone.

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