Net Promoter Score (NPS) Calculator

The Net Promoter Score (NPS) measures customer loyalty and likelihood to recommend on an 11-point scale (0 to 10). Respondents are segmented into Promoters (9–10), Passives (7–8), and Detractors (0–6). NPS is calculated as: NPS = % Promoters − % Detractors, producing a score between -100 and +100.

Any NPS above 0 indicates more advocates than critics. Scores between +30 and +50 are broadly considered good across software and retail. Scores above +50 represent world-class customer loyalty, while elite brands like Apple, Porsche, and Tesla routinely exceed +70.

Passives are satisfied but lack active brand advocacy, remaining susceptible to competitive offerings. While excluded from the numerator, they count toward total sample size, mathematically diluting promoter and detractor percentages.

Because NPS is a discrete 3-point distribution (+1, 0, -1), sample variance is calculated across responses. At a 95% confidence level, the margin of error equals 1.96 × Standard Error. With 400 responses, the error margin is typically ±4 to ±6 NPS points.

To achieve a narrow margin of error under ±5 points, surveys require at least 300 to 400 responses. For enterprise B2B accounts with smaller response pools (e.g. 50 responses), error margins widen to ~±12 points, placing primary analytical focus on qualitative text feedback.

Relational NPS measures holistic brand sentiment on a recurring schedule (e.g. quarterly). Transactional NPS triggers immediately after specific customer interactions (such as post-support ticket resolution or checkout), evaluating tactical touchpoint execution.