Paste the score column from your survey export. Commas, spaces or new lines all work.
Example numbers. Replace with your survey.
Net Promoter Score
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…How to use the NPS calculator
This free NPS calculator works online from the results of your Net Promoter Score survey: enter the three group totals, or paste the raw 0 to 10 scores.
- Pick “Enter totals” or “Paste scores”.
- Enter your promoters (9 to 10), passives (7 to 8) and detractors (0 to 6), or paste the score column from your export instead. Blank rows are ignored; any value that isn’t a whole score from 0 to 10 is skipped, and the calculator tells you how many.
- Read your NPS score. The calculator also shows which group is larger, promoters and detractors per 100 people and, from 10 responses, the 95% range the true score likely sits in.
- Open “Show the working” for both percentages and the subtraction, then copy the result, or a link that reopens the NPS calculator with your totals.
How to calculate NPS: the NPS formula
To calculate NPS, sort every answer to the 0 to 10 recommend question into three groups, then subtract the share of detractors from the share of promoters. The question is “How likely are you to recommend us to a friend or colleague?” The Net Promoter Score formula is one subtraction:
Formula
Net Promoter Score (NPS) = % promoters minus % detractors
Promoters, passives and detractors: which scores count
On the standard 0 to 10 scale, promoters answer 9 or 10, passives 7 or 8, and detractors anything from 0 to 6. Passives aren’t as safe as they look: Bain says their repurchase and referral rates are as much as 50% lower than those of promoters.
A worked NPS calculation
Take the NPS calculator’s example: 212 promoters, 96 passives and 62 detractors, 370 responses in all.
- Promoters: 212 ÷ 370 = 57.3%.
- Detractors: 62 ÷ 370 = 16.8%.
- NPS: 57.3 minus 16.8 = 40.5, which the NPS calculator shows as +41.
The score runs from −100, every answer a detractor, to +100, every answer a promoter.
Passives stay in the total
Passives aren’t subtracted, but they count in the total. With 50 promoters, 30 passives and 20 detractors, the NPS is (50 minus 20) ÷ 100 × 100 = +30. Leave them out and you get (50 minus 20) ÷ 70 × 100 = 42.9, a wrong +43.
What is a good NPS score?
Around 42 is typical: that was the median across all industries in Survicate’s 2025 NPS benchmarks, with 38 for B2B companies and 49 for B2C. Compare your score with the median for companies like yours. The medians come from 599 companies and 2,187 surveys run from January to October 2025, each with 100 or more responses.
| Industry | Median NPS |
|---|---|
| Manufacturing | 65 |
| Healthcare | 61 |
| Agency and Consulting | 59 |
| Retail and Ecommerce | 55 |
| Professional Services | 50 |
| Fintech | 46 |
| Education | 42 |
| Media | 40 |
| Wholesale | 36 |
| Digital Marketplaces | 35 |
| Software | 30 |
Software, which includes SaaS platforms, has the lowest median at 30: 29 for B2B companies and 47 for B2C. Across all industries, the top 10% scored 78 or more and the bottom 10% −4 or lower.
Other benchmarks differ: SurveyMonkey reports an average of 32 but a median of 44 from over 150,000 organizations, so compare a median with a median.
Why your NPS doesn’t match another report
Two NPS results only compare when they were worked out the same way, from enough responses.
Too few responses
With a small sample, the score can swing without anything changing. At a +30 split of 50% promoters, 30% passives and 20% detractors, the range narrows:
| Responses | 95% range |
|---|---|
| 10 | −19 to +65 |
| 100 | +14 to +44 |
| 400 | +22 to +37 |
| 1,000 | +25 to +35 |
The NPS calculator uses the adjusted-Wald method, which Lewis and Sauro recommend for NPS, and hides the range under 10 responses. If the median falls inside your range, you can’t yet say you’re above or below it.
A change from last quarter
Run both periods through the NPS calculator and compare the two 95% ranges. If they don’t overlap, you can treat the change as real rather than sample noise: +20 (+12 to +28) and +40 (+33 to +47), each from 400 responses. If they overlap, they can’t confirm it: +27 from 90 responses (42 / 30 / 18, range +10 to +41) falling to +21 from 140 (+7 to +34) is unproven. This is a cautious check, not a significance test: overlap doesn’t show the score held steady.
Keep each period’s three totals or its Copy link: a past score without group counts can’t be given a range.
Passives or blanks counted differently
Check the total first: 20 promoters, 10 passives and 10 detractors give +25 over 40 scored answers. A tool dividing by a typed total of 50, with 10 blank or unscored answers, shows +20. Dropping the passives pushes it up instead. Then the rounding: 1 promoter and 2 passives is 33.3333, shown as +33 here, 33.3 or 33.33 elsewhere.
The survey used another scale
NPS is defined on 0 to 10, so a score from another scale won’t compare. A 1 to 10 survey drops the 0: score it with the same groups, but keep it out of a 0 to 10 trend. A 1 to 5 survey has no agreed mapping. Don’t paste its scores into the NPS calculator: 1 to 5 are valid 0 to 10 scores, so every answer counts as a detractor and the score reads −100.
What to do with your NPS score
Your NPS score shows how many promoters and detractors you have, not why.
Win back detractors first. A detractor turned promoter counts twice as much as one turned passive. In the 370-response example, ten detractors turned passives lift 40.5 to 43.2, shown +43; ten turned promoters lift it to 45.9, shown +46.
Follow up with passives. They’re the next easiest gain: each passive who becomes a promoter adds 100 ÷ your responses, 0.27 points in that example.
Read the comments by group. Sort the follow-up answers into the three groups and start with the detractors’ reasons.
Track one fixed period. Get enough responses that the range is narrower than the change you care about, then check each change as in “A change from last quarter”.
Report the benchmark with the score. “+37 against Survicate’s 2025 B2B median of 38” can’t be misread. Copy result adds the range and count: “NPS +41 (95% range +33 to +48) from 370 responses.”
Frequently asked questions
Is 37 a good NPS score?
For a B2B company it’s close to typical: 1 point under Survicate’s 2025 B2B median of 38 and 5 under the all-industry median of 42. But from 100 responses split 52 / 33 / 15, a +37 is likely anywhere from +22 to +50, so you can’t say it’s under the B2B median of 38 or above the Software median of 30. Even with 400 responses in the same split it’s likely +30 to +44, which still includes 38, so you still can’t call it under the B2B median.
Is 70 a good NPS score?
Yes. It equals Survicate’s 2025 Healthcare B2C median, the highest B2B or B2C median among the 8 industries the benchmark reports splits for, and beats Manufacturing B2B at 66. For a Software B2B company it’s 41 points above the median of 29, and for Education B2B it’s 54 points above 16.
What is considered a detractor in NPS?
Anyone who answers 0 to 6. That’s seven of the eleven points on the scale, and a 6 weighs the same as a 0 in the score: each counts as one detractor.
Can you calculate NPS on a 5-point scale?
You can, but the score depends on which mapping you pick. Take 200 answers: 90 fives, 60 fours, 25 threes, 15 twos and 10 ones. Count 4 to 5 as promoters, 3 as passive and 1 to 2 as detractors and you get +63. Count only 5 as promoters, 3 to 4 as passives and 1 to 2 as detractors and it’s +33. Count 5 as promoters, 4 as passive and 1 to 3 as detractors and it’s +20. Say which mapping you used, or move the question to 0 to 10 and restart the trend there.
Is NPS a percentage?
No. It’s the difference between two percentages, so +41 means 41 points, not 41%. The same score can hide very different surveys: 200 passives score 0, and so do 10 promoters with 10 detractors. The range tells them apart: −1 to +1 for the first, −40 to +40 for the second.
How do I calculate NPS in Excel or Google Sheets?
With one 0 to 10 score per row in B2:B401, use =(COUNTIF(B2:B401,”>=9″)-COUNTIF(B2:B401,”<=6″))/COUNT(B2:B401)*100. COUNT only counts numeric cells, so blank rows stay out of the total.
How do you calculate eNPS?
Employee NPS asks “How likely would you recommend this company as a place to work?” on the same 0 to 10 scale. The groups and the formula are the same, so you can enter eNPS totals in the NPS calculator as is.