NPS Calculator - 0-10 Entry, Benchmarks, Margin of Error

Q: Should I use per-score entry or category entry?

Use per-score entry if you have the raw count for every rating from 0 to 10. It also shows a bar for each score so you can spot patterns. Use category entry if you only know your promoter, passive and detractor totals.

NPS Score Calculator

Updated Aug 16, 2026 By Jehan Wadia

Category	Count	Percentage
Promoters	96	55.81%
Passives	40	23.26%
Detractors	36	20.93%
Total respondents	172	100.00%

Introduction

This NPS calculator works out your Net Promoter Score in seconds. Just enter how many people gave each rating from 0 to 10, or type in your totals for promoters, passives, and detractors. The tool does the math for you.

NPS comes from one simple survey question: "How likely are you to recommend us to a friend?" People answer on a 0 to 10 scale. Scores of 9 or 10 are promoters. Scores of 7 or 8 are passives. Scores of 0 to 6 are detractors. Your NPS is the percent of promoters minus the percent of detractors. The final score falls somewhere between −100 and +100.

Along with your score, you get a full breakdown of each group, a chart of your results, and a step-by-step look at the math. You can also add your population size to see the margin of error, compare your score against industry benchmarks like SaaS or retail, and download the whole thing as an image to share with your team.

How to use our NPS Score Calculator

Enter how many people gave each survey score, and the calculator shows your Net Promoter Score, your promoter, passive and detractor split, a chart, the math steps, your margin of error, and how you compare to your industry.

Input Mode: Pick "Per-Score Entry (0–10)" if you know how many people gave each score. Pick "Category Entry" if you already know your promoter, passive and detractor totals. Switching modes sets all counts back to zero.

Responses by Score (0–10): In per-score mode, type the number of people who gave each score from 0 to 10. Use the plus and minus buttons to change a count by one. Scores 0–6 count as detractors, 7–8 as passives, and 9–10 as promoters.

Promoters: In category mode, type how many people scored 9 or 10.

Passives: Type how many people scored 7 or 8.

Detractors: Type how many people scored 0 through 6.

Show decimals: Turn this on to see your NPS with two decimal places instead of a rounded whole number.

Population size: Type the total number of customers you sent the survey to. This number must be equal to or bigger than your total responses. It is used to work out your 95% margin of error. If you are still planning the survey, our Sample Size Calculator helps you decide how many responses to aim for.

Select your industry: Choose your B2C or B2B industry to compare your score against that industry's NPS benchmark.

Calculate: Click this to run the numbers. Results also update as you type.

Reset / Clear All: Click this to clear every field and start over.

Download Results (PNG): Click this to save an image of your NPS score, category breakdown, chart and benchmark.

What Is a Net Promoter Score (NPS)?

Net Promoter Score, or NPS, is a simple way to measure how much people like your brand. You ask customers one question: "How likely are you to recommend us to a friend or coworker?" They answer with a number from 0 to 10. That's it. Those numbers turn into one score that shows if your customers would spread the word about you or warn people away.

The Three Customer Groups

Every answer falls into one of three groups:

Promoters (9–10): Happy fans. They buy again and tell others about you.
Passives (7–8): They are fine with you, but not excited. A better deal could pull them away.
Detractors (0–6): Unhappy customers. They may leave bad reviews and hurt your name.

How the NPS Formula Works

The math is easy. Find the percent of Promoters, find the percent of Detractors, and subtract:

NPS = % Promoters − % Detractors

Passives count in the total number of people, but they are not added or subtracted. Because of that, your score can land anywhere from −100 (everyone is a Detractor) to +100 (everyone is a Promoter). The answer is a plain number, not a percent. If you want to check the share math on its own, the Percentage Calculator handles the same "part of a total" step.

Example: 100 people answer. 60 are Promoters, 20 are Passives, 20 are Detractors. That is 60% − 20% = an NPS of 40.

What Counts as a Good Score

Below 0: Needs attention. More people are unhappy than happy.
0 to 29: Good. You have room to grow.
30 to 69: Great. Most customers are on your side.
70 and up: Excellent. Very few brands reach this.

Always compare your score to your industry, not to other industries. Insurance and consulting often score in the 60s and 70s, while cloud hosting and software companies often score much lower. A 40 can be strong in one field and weak in another. Watching the gap between two survey rounds is easier with a Percent Change Calculator.

Why Sample Size Matters

A score built from 15 answers is shaky. A score built from 500 answers is much more solid. The margin of error tells you how far off your score might be. If your NPS is 35 with a margin of error of ±11, your real score is likely somewhere between 24 and 46. More responses shrink that range and make your number more trustworthy. To dig deeper into that range, try the Margin of Error Calculator or the Confidence Interval Calculator, and use the Standard Deviation Calculator if you want to see how spread out your raw scores are.

Why Businesses Track NPS

NPS ties customer feelings to money. Promoters stay longer, spend more, and bring in free referrals, which lowers what you pay to get new customers — you can see that effect directly with the CAC Calculator and the Customer Lifetime Value Calculator. Detractors cancel, ask for refunds, and cost you sales through bad word of mouth. Tracking your score over time shows if changes to your product, price, or support are actually working, and pairing it with your Conversion Rate Calculator, CTR Calculator, Engagement Rate Calculator and ROI Calculator numbers gives you the full marketing picture. One score on its own means little. The trend, month after month, is what tells the real story.

Formulas used

Total respondents

n = P + A + D

Promoter percentage

\%P = \frac{P}{n} \times 100

Detractor percentage

\%D = \frac{D}{n} \times 100

Net Promoter Score

\text{NPS} = \%P - \%D = \frac{P - D}{n} \times 100

95% margin of error (with finite population correction)

\text{MoE} = 1.96 \sqrt{\frac{\frac{P}{n} + \frac{D}{n} - \left(\frac{P-D}{n}\right)^2}{n}} \times \sqrt{\frac{N - n}{N - 1}} \times 100

Confidence interval for NPS

\text{NPS} \pm \text{MoE}

Share of total for a given score

\text{Share}_i = \frac{c_i}{n} \times 100

Difference vs. industry benchmark

\Delta = \text{NPS} - \text{Benchmark}

Frequently asked questions

Is NPS a percentage?

No. NPS looks like a percent because it comes from subtracting two percentages, but the answer is just a number. Write it as 40, not 40%. The scale runs from −100 to +100.

Why does my NPS not match my promoter percentage?

Because passives still count. Passives (scores 7 and 8) are part of your total response count, so they lower both the promoter share and the detractor share. They just never get added or subtracted in the final step.

Can my NPS be negative?

Yes. If you have more detractors than promoters, your score drops below zero. A score of −20 means 20% more of your customers are unhappy than happy. The lowest possible score is −100.

How many responses do I need for a reliable NPS?

Aim for at least 100 responses. Below that, one or two answers can swing your score a lot. The calculator shows a margin of error so you can see how solid your number is. A smaller margin means a more trustworthy score.

What is the population size field for?

It is the total number of customers you sent the survey to, not the number who replied. The calculator uses it to work out your 95% margin of error. It must be equal to or larger than your total responses, or the margin will not show.

Why does the calculator say my population size is too small?

You typed a population number lower than your response count. You cannot have more replies than people surveyed. Raise the population size to match or beat your total responses.

What does the margin of error mean for my score?

It shows the range your true score likely falls in. An NPS of 35 with a margin of ±11 means your real score is probably between 24 and 46. Get more responses to shrink that range.

Should I use per-score entry or category entry?

Use per-score entry if you have the raw count for every rating from 0 to 10. It also shows a bar for each score so you can spot patterns. Use category entry if you only know your promoter, passive and detractor totals.

Why did my numbers disappear when I switched modes?

Switching between per-score and category entry clears all counts to zero on purpose. This stops the two modes from mixing numbers and giving you a wrong total. Enter your data again after you pick a mode.

Should I round my NPS or show decimals?

Round for reports and slides. It is easier to read and share. Turn on decimals when you compare two close scores or track small month-to-month changes, since rounding can hide a real shift.

Is an NPS of 40 good?

It depends on your industry. A 40 is great for cloud hosting or software, where benchmarks sit near 4 to 25. The same 40 is weak for insurance or consulting, where benchmarks hit 68 to 71. Pick your industry in the tool to see your gap.

How often should I run an NPS survey?

Most companies run it every quarter. That gives enough time to make changes and see the effect. Monthly works if you have lots of customers. One score means little; the trend over time is what matters.

Do passives hurt my score?

Not directly, but they hold it back. Every passive takes a spot that could have been a promoter. Moving passives up to a 9 or 10 is often the fastest way to lift your NPS, since they already like you.

Why is 7 counted as a detractor score in some tools?

It is not, in the standard method. Scores 0 to 6 are detractors, 7 and 8 are passives, and 9 and 10 are promoters. This calculator uses those standard groups so your score can be compared to real industry benchmarks.

What can I do with the downloaded PNG?

The image holds your score, category table, chart, margin of error and benchmark. Drop it into a slide deck, a report, or a team chat. Nothing is uploaded — the image is built right in your browser.

Does the calculator save my survey data?

No. All math runs in your browser and nothing is stored or sent anywhere. Refreshing the page clears your entries, so download the image if you want a copy.

Why do I see a dash instead of a score?

You have zero total responses, or one of your inputs is invalid. Counts must be whole numbers of 0 or more — no decimals or negatives. Fix any red error message and the score will appear.

How do I raise my NPS score?

Two paths work. Fix what detractors complain about, since removing detractors lifts the score twice as fast per person. Then turn passives into promoters with better support, faster fixes, or small surprises. Ask a follow-up "why?" question to learn what to change.