NPS calculator
Enter how many people fell in each group, or paste the scores themselves, to get your Net Promoter Score worked out the way Usertick's Results does.
60% promoters minus 15% detractors gives an NPS of +45. The score runs from −100 to +100.
With 100 responses, the true score is likely within 14.5 points of this one, at 95% confidence.
Calculate your Net Promoter Score in seconds
The NPS calculator turns answers to “How likely are you to recommend us to a friend or colleague?” into a Net Promoter Score. Enter how many promoters, passives and detractors you have, or paste the 0 to 10 scores straight from your survey export, and the score, the share of each group and the margin of error update as you type.
The score is worked out the way Usertick's Results works it out: the share of promoters minus the share of detractors, rounded to a whole number with halves rounded away from zero. Everything runs in your browser, and nothing you type or paste is sent anywhere.
- Formula
- % promoters − % detractors
- Input
- Group counts, or a column of 0 to 10 scores
- Result
- NPS, the share of each group and the margin of error
- Your data
- Stays in your browser
How to calculate NPS
Sort every answer into a group: 9 or 10 is a promoter, 7 or 8 a passive and 0 to 6 a detractor. Turn each count into a share of all answers, then subtract the share of detractors from the share of promoters.
Passives count toward the total but add to neither group, so the score runs from −100, when everyone is a detractor, to +100, when everyone is a promoter. NPS is written as a whole number without a percent sign.
NPS = % promoters − % detractors
Promoters answer 9 or 10, passives 7 or 8 and detractors 0 to 6.
An NPS calculation example
Say 250 customers answer the question in a quarter: 130 give a 9 or 10, 70 give a 7 or 8 and 50 give 6 or lower.
Promoters are 52% of the answers and detractors 20%, so the Net Promoter Score is 32. Enter 130, 70 and 50 in the calculator above to see the same result.
- Promoters, 9 to 10
- 130 answers, 52%
- Passives, 7 to 8
- 70 answers, 28%
- Detractors, 0 to 6
- 50 answers, 20%
- NPS
- 52 − 20 = 32
How precise is your NPS?
An NPS from a sample of customers is an estimate. Its margin of error depends on the number of answers and on how split they are, and the calculator shows it under every score.
In the example, 250 answers give a margin of about 9.7 points at 95% confidence, so the score for all customers is likely between 22 and 42. A change of a few points from one month to the next is often noise; follow the trend over several periods and look at how many answers sit behind each score.
- Answers
- 250
- Promoters
- 52%
- Detractors
- 20%
- Margin at 95%
- ±9.7 points
Calculate NPS in Excel or Google Sheets
With the 0 to 10 scores in column A, four formulas give you the score. The same formulas work in Excel and in Google Sheets.
| Cell | Formula | What it counts |
|---|---|---|
| B1 | =COUNTIF(A:A,">=9") | Promoters |
| B2 | =COUNTIF(A:A,"<=6") | Detractors |
| B3 | =COUNT(A:A) | All answers |
| B4 | =ROUND((B1-B2)/B3*100,0) | The Net Promoter Score |
What your NPS tells you
A score above 0 means more promoters than detractors. Beyond that, scores differ by industry, by country and by how and when the question is asked, so the most useful comparison is your own score over time and between your own groups of customers, such as plans, countries or devices.
The score says how loyal customers feel; the reasons come from a follow-up question such as “What is the main reason for your score?”. Read the detractors' answers first, since they point to what to fix.
Measure NPS in Usertick, without the spreadsheet
Add the NPS question in the survey editor or start from the Net Promoter Score template, then ask it on your website, by email, by link and QR code, or as a conversation. Results works out the score as answers arrive, with its change from the period before and the shares of detractors, passives and promoters for everyone and per device.
Usertick reads every answer to the follow-up question and files it by theme and sentiment, so you can see why the score moved. On every plan, an alert posts to Slack or Microsoft Teams when NPS falls below a line you set.
Questions about this calculator
Any score above 0 means more promoters than detractors. Scores differ a lot by industry and by when the question is asked, so the most useful comparison is your own score over time.
Passives count in the total number of answers but on neither side. They lower both shares, so the score reflects how many people are enthusiastic or unhappy.
Yes. Choose Each score and paste a column of 0 to 10 scores, or type them with commas. Anything that isn't a whole number from 0 to 10 is left out, and the calculator says how many values it left out.
Enough that the margin of error is smaller than the change you want to see. The calculator shows the margin under every score, and the sample size calculator works out how many answers a given margin needs.
No. The calculation runs in your browser and nothing you type or paste is sent.
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