NPS Calculator,with 2026 industry benchmarks built in.

This calculator uses the standard Bain & Company NPS formula. Below is the exact computation plus the edge cases - low sample sizes, missing scores, NPS variants - that other calculators silently ignore.

1. Bucket each 0-10 score

   Each respondent's score is mapped to one of three buckets: Promoter (9-10), Passive (7-8), Detractor (0-6). The 7-8 Passive band exists because Reichheld's 2003 research found those scores correlated weakly with both repeat purchase and word-of-mouth - they are loyalty-neutral and intentionally excluded from the headline number.

2. Compute the percentage of each bucket

   Divide the count of each bucket by the total number of respondents. The three percentages sum to 100. Round to the nearest whole percent only when displaying - keep the decimals when subtracting, otherwise rounding error compounds (a -1, +1 rounding pair on a small sample can shift the headline by a full point).

3. Subtract: NPS = % Promoters − % Detractors

   The Passive count drops out of the headline number entirely (though it is reported in the breakdown so the team sees how big that loyalty-neutral band is). The result is a signed integer between -100 (every respondent is a Detractor) and +100 (every respondent is a Promoter).

4. Sample size warning under n=30

   NPS is highly sensitive to small samples. With fewer than 30 responses, a single Detractor moves the score by 3-7 points and the confidence interval is so wide the headline number is misleading. This calculator surfaces a sample-size warning under 30 responses so you do not over-react to noise. For a stable trended score, target 100+ responses per reporting segment.

5. Excluded variants and conversions

   This calculator measures classic NPS - 0-10 scale, 9-10 Promoter cutoff. It does not auto-convert from 5-point scales (which need a manual remap and lose precision) or relabel as eNPS (Employee NPS, same math, different question). Convert your data first, then enter bucket counts.

An NPS of 30 is excellent in telecom and below average in SaaS. The right read is your score versus your industry, not against a global mean. Figures below are 2026 industry medians, compiled from Retently, Bain & Company, and Customer Gauge published benchmarks.

Sources: Retently 2024, Bain & Company NPS Prism, Customer Gauge B2B Benchmarks.

• How do you calculate NPS?

  NPS = % Promoters − % Detractors. Each respondent rates you 0-10. Promoters score 9-10, Passives score 7-8, Detractors score 0-6. Divide each bucket count by total responses to get percentages, then subtract the Detractor percentage from the Promoter percentage. The Passive count is reported in the breakdown but excluded from the headline number.

• What is a good NPS score?

  Any score above 0 means more Promoters than Detractors. Above 30 is generally considered good across industries. Above 50 is excellent. Above 70 is world-class. The right benchmark, though, is your industry, not a global average. Use the benchmark table on this page to compare against your sector.

• What is the NPS formula?

  NPS = (number of Promoters ÷ total responses × 100) − (number of Detractors ÷ total responses × 100). Equivalently: NPS = % Promoters − % Detractors. The Passive count appears in the denominator but not in the headline number.

• How is NPS calculated step by step?

  Step 1: collect 0-10 scores from the recommendation question. Step 2: bucket each response into Promoter (9-10), Passive (7-8), or Detractor (0-6). Step 3: compute the percentage of each bucket. Step 4: subtract Detractor % from Promoter %. The result is a signed number between -100 and +100.

• What is a Promoter, Passive, and Detractor?

  Promoters (9-10) are loyal customers who actively recommend you. Passives (7-8) are satisfied but not enthusiastic - they will switch on price or convenience. Detractors (0-6) are unhappy customers at risk of churning and likely to share negative word-of-mouth. The 7-8 Passive boundary exists because Reichheld's original research found that score band correlated weakly with both repeat purchase and recommendation.

• How do I calculate NPS in Excel?

  Use COUNTIF on your score column. =COUNTIF(A:A,">=9") returns Promoters. =COUNTIF(A:A,"<=6") returns Detractors. Divide each by COUNT(A:A) to get percentages, then subtract. Or paste your scores into the Raw Scores tab on this page and skip the formulas entirely.

• Can I calculate NPS on a 5-point scale?

  Not directly. NPS is defined on a 0-10 scale because the band widths matter. A 5-point scale needs conversion: typically 5 = Promoter, 4 = Passive, 1-3 = Detractor. The conversion loses precision. If your survey is on a 5-point scale, prefer reporting CSAT instead of a remapped NPS.

• What is the difference between NPS and CSAT?

  NPS measures loyalty (likelihood to recommend, asked once per relationship). CSAT measures satisfaction with a specific interaction (asked after a transaction). NPS predicts long-term retention. CSAT measures whether the last touchpoint went well. Most teams run both - CSAT after support tickets, NPS quarterly across the customer base.

• What is eNPS?

  Employee Net Promoter Score. Same 0-10 scale and same formula, but the question is "How likely are you to recommend this company as a place to work?" eNPS is run anonymously across employees, typically quarterly, as a leading indicator of attrition and engagement.

• How many responses do I need for a reliable NPS?

  A minimum of 30 for any signal at all. For a stable score with a useful confidence interval, aim for 100+ responses per segment you are reporting on. Below 30 responses, a single Detractor moves the score by 3-7 points and the headline is dominated by noise. This calculator surfaces a warning under 30 responses.

• How often should I run an NPS survey?

  Two cadences. Relationship NPS: every 6 to 12 months across your full customer base, used for trend tracking. Transactional NPS: after a specific event - renewal, support ticket close, onboarding completion - used to diagnose individual touchpoints. Avoid running relationship NPS more often than quarterly or response rate collapses from survey fatigue.

• Is NPS a percentage?

  No. NPS is a signed number between -100 and +100, not a percentage. The formula uses two percentages internally (% Promoters and % Detractors) and subtracts them, but the result is conventionally written as an integer ("Our NPS is 42") rather than as a percentage ("42%").

• How do I improve my NPS score?

  Three levers, in order of impact. First, fix the top 3 reasons your Detractors give in the verbatim follow-up - those are systemic and high-volume. Second, close the loop with each Detractor individually within 48 hours - this converts about a third of them into Passives or Promoters. Third, ask Promoters what made them Promoters and double down on those moments in your product and marketing.

• What is the industry average NPS?

  There is no single global average - it varies by industry and geography. Common 2026 benchmarks: SaaS ~30, retail ~50, telecom ~20, banking ~35, e-commerce ~45. See the benchmark table on this page for 12 industries with current medians.

• Is NPS still relevant in 2026?

  Yes, with caveats. NPS remains the most widely-used loyalty metric in B2B and consumer surveys, two decades after its 2003 introduction. The valid critique is that NPS alone does not predict revenue and the Passive band drops potentially-loyal customers from the headline. Modern teams pair NPS with CSAT (transactional) and CES (effort) and treat the verbatim follow-up answers as more important than the score itself.

1. 01Reichheld, Frederick F. (2003). "The One Number You Need to Grow." Harvard Business Review.hbr.org ↗
2. 02Bain & Company. Net Promoter System (overview + methodology).netpromotersystem.com ↗
3. 03Wikipedia. "Net Promoter Score."en.wikipedia.org ↗
4. 04Retently. NPS Industry Benchmarks (2024 edition).retently.com ↗
5. 05Customer Gauge. B2B NPS Benchmarks Report.customergauge.com ↗

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