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NPS calculator

Type how many people gave each score from 0 to 10, or paste the scores from your survey export. The Net Promoter Score and its margin of error update as you type.

How you have the answers
How many people answered each score

Net Promoter Score

+20

Promoters (9–10)
41.8% (23)
Passives (7–8)
36.4% (20)
Detractors (0–6)
21.8% (12)
Answers
55
Margin of error (95%)
± 20.4 points

NPS goes from −100 to +100. With few answers the margin of error is wide, so compare trends, not single surveys. Nothing you type leaves your browser.

The NPS formula

The survey asks one question: "How likely are you to recommend us to a friend or colleague?", answered from 0 to 10. Answers of 9 and 10 are promoters, 7 and 8 passives, 0 to 6 detractors.

NPS = % promoters − % detractors. Passives are part of the total but not of the subtraction. With 50 promoters, 30 passives and 20 detractors, NPS = 50% − 20% = 30. It's reported as a plain number, not a percentage.

Why the margin of error matters

NPS swings a lot with few answers, because one person moving from 8 to 9 shifts the score. The calculator treats each answer as +1 (promoter), 0 (passive) or −1 (detractor) and shows the 95% margin of error of the average. If last quarter was 32 ± 14 and this one is 26 ± 15, you can't say anything changed. To plan how many answers you need, use the survey sample size calculator.

Getting useful answers as a freelancer

  • Ask right after a project ends, or every three to six months on a retainer.
  • Add one open question: "What is the main reason for your score?" The reasons are worth more than the number.
  • Reply to detractors personally. One honest conversation can save the client and tell you what to change.
  • Ask promoters for a referral or a testimonial while they're happy.

IN SHORT

Net Promoter Score is the percentage of promoters (people who answered 9 or 10 to "How likely are you to recommend us?") minus the percentage of detractors (0 to 6). Passives (7 and 8) count in the total but not in the subtraction. The result runs from −100 to +100. With 30% promoters and 10% detractors, NPS is 20. Small surveys swing a lot, so this calculator also shows the margin of error.

Prices and limits as of .

Questions

How do you calculate NPS?
Sort answers into promoters (9 and 10), passives (7 and 8) and detractors (0 to 6). NPS = % promoters − % detractors. With 50 promoters, 30 passives and 20 detractors out of 100, NPS is 30.
What is a good NPS?
Anything above 0 means more promoters than detractors. Beyond that, scores vary a lot by industry and survey method, so compare against your own previous surveys rather than a generic number.
Why don't passives count?
They count in the total number of answers, which lowers both percentages, but they aren't added or subtracted. A survey full of 7s and 8s gives an NPS near 0.
How many responses do I need?
There's no fixed minimum, but the margin of error shrinks slowly. With 100 answers it's usually between ± 10 and ± 20 points. Use the margin shown here before reacting to a change of a few points.
Can NPS be negative?
Yes. If detractors outnumber promoters the score is below 0, down to −100 when everyone answers 0 to 6.
When should I send an NPS survey?
Freelancers usually ask at the end of a project or every few months on a retainer. Add a follow-up question asking why, because the reasons tell you what to fix.

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