NPS Calculator

How to calculate NPS

To calculate NPS, ask customers how likely they are to recommend you on a 0–10 scale, then subtract the percentage of detractors (scores 0–6) from the percentage of promoters (scores 9–10). Passives (7–8) count only in the total. The result runs from -100 to +100.

1. Count everyone who answered, and sort each answer into promoters, passives or detractors.
2. Divide promoters by the total and detractors by the total to get two percentages.
3. Subtract the detractor percentage from the promoter percentage. That's your NPS.

NPS = % of promoters − % of detractors

Worked example

You get 200 responses: 120 promoters, 50 passives and 30 detractors. Promoters are 60% of the total and detractors 15%, so your NPS is 60 − 15 = 45. With 200 responses, the margin of error is about ±10 points, so the true score is likely between about 34 and 55. These are the calculator's default numbers.

What is NPS?

Net Promoter Score (NPS) is a customer loyalty metric based on one question: "How likely is it that you would recommend us to a friend or colleague?" Fred Reichheld of Bain & Company introduced it in "The One Number You Need to Grow", a December 2003 Harvard Business Review article. Net Promoter® and NPS® are registered trademarks of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld.

Looking for India's National Pension System calculator? This page is for Net Promoter Score, the customer survey metric, and doesn't estimate pension savings.

What is a good NPS score?

These ranges follow Retently's guide to NPS:

The comparison that matters most is your own last score. A move from 20 to 35 means more than whether 35 beats another company's number.

NPS benchmarks by industry (2026)

Average NPS in 2026 by industry, from Retently's own customer survey data, covering industries with more than 10 clients and at least 10,000 surveys:

Benchmarks depend heavily on who collected them. CustomerGauge's 2026 survey of 340 B2B programs (August 28, 2026) puts healthcare at 65, far above Retently's 37. Compare yourself against one source consistently, and against your own trend.

How many responses you need

Small samples swing a lot. The margin of error shows how far the true score could be from what you measured, 95 times out of 100. For a score of about 30 (50% promoters and 20% detractors):

The calculator uses the adjusted-Wald method, which MeasuringU recommends for NPS (January 19, 2021). It adds 3 to the number of responses and 0.75 each to promoters and detractors before working out the range, which keeps small samples from showing a falsely tight result.

Did your NPS really change? Compare two surveys

A higher score this quarter isn't always a real improvement. Enter both surveys to see whether the change is bigger than chance would explain.

The test follows MeasuringU's method for comparing two Net Promoter Scores (February 2, 2021): it compares the adjusted scores against the combined margin of error and reports a p-value. Below 0.05 means you can be 95% confident the change is real.

How to calculate NPS in Excel or Google Sheets

Put one 0–10 score per row in column A, starting at A2, then use:

=ROUND((COUNTIF(A2:A1000,">=9")-COUNTIF(A2:A1000,"<=6"))/COUNT(A2:A1000)*100,0)

The formula works the same in Excel and Google Sheets. To check it, paste the same column into the "Paste scores" tab above.

NPS vs CSAT vs CES

NPS is one of three common customer metrics, and each answers a different question:

Use NPS to track loyalty over time, CSAT right after a purchase or support chat, and CES when you want to find friction in a process.

Relational vs transactional NPS

• Relational NPS asks about your company overall, on a regular schedule such as every quarter. It's the number to track and benchmark.
• Transactional NPS is sent after a specific moment, such as a delivery, onboarding or a support ticket. It shows which touchpoints help or hurt.

Keep the two apart: mixing them in one score makes it rise and fall with whatever happened that week.

Employee NPS (eNPS)

Employee Net Promoter Score uses the same formula with a different question: "How likely are you to recommend this company as a place to work?" You can enter eNPS results in the calculator above exactly as you would customer scores. Keep eNPS surveys anonymous, or people won't answer honestly.

How to run an NPS survey

A simple, two-question survey you can copy:

1. "On a scale from 0 to 10, how likely is it that you would recommend [company] to a friend or colleague?"
2. "What's the main reason for your score?"

• Ask the standard question on a 0–10 scale, so your score compares with benchmarks.
• Survey at a steady rhythm, such as quarterly or after a purchase, and compare like with like.
• Aim for at least 100 responses if you want to spot changes of 15 points or more.

Most form tools can run an NPS survey for free. See our guides to Google Forms alternatives and SurveyMonkey alternatives.

How to improve your NPS

• Close the loop with detractors within a few days. Ask what went wrong and tell them what you changed.
• Read the reasons, not just the score. Group the open answers into themes and fix the biggest one first.
• Turn passives into promoters. They're satisfied but not excited, so small extras such as faster replies often tip them over.
• Ask promoters for reviews or referrals while they're happy.

Following up by hand gets slow as responses grow. Our automation ROI calculator shows what automating the follow-up could save.

Frequently asked questions

Sources

• Retently, Net Promoter 101: 2026 benchmark data and score ranges
• CustomerGauge, B2B NPS benchmarks, August 28, 2026
• MeasuringU, confidence intervals for NPS, January 19, 2021, and comparing two Net Promoter Scores, February 2, 2021
• MeasuringU on Reichheld's 2003 HBR article

All sources checked November 6, 2026.