Enter Survey Data
Example Data Table
| Score | Sample Responses | Category |
|---|---|---|
| 0 | 1 | Detractor |
| 1 | 1 | Detractor |
| 2 | 2 | Detractor |
| 3 | 1 | Detractor |
| 4 | 2 | Detractor |
| 5 | 3 | Detractor |
| 6 | 4 | Detractor |
| 7 | 6 | Passive |
| 8 | 8 | Passive |
| 9 | 14 | Promoter |
| 10 | 18 | Promoter |
| Total | 60 | Sample NPS = 30.00 |
Formula Used
Promoters are responses with scores 9 and 10.
Passives are responses with scores 7 and 8.
Detractors are responses with scores from 0 to 6.
NPS formula: NPS = (% Promoters) - (% Detractors)
Promoter percentage: (Promoters / Total Responses) × 100
Detractor percentage: (Detractors / Total Responses) × 100
Average rating: Σ(Score × Response Count) / Total Responses
Target gap: Calculated NPS - Target NPS
Benchmark gap: Calculated NPS - Benchmark NPS
Estimated promoter value: Promoter Count × Estimated Value per Promoter
How to Use This Calculator
- Enter an optional campaign name and survey period for easier reporting.
- Add optional target and benchmark NPS values for internal and external comparison.
- Enter the response count for every score from 0 through 10.
- Optionally add estimated value per promoter to quantify commercial upside.
- Press Calculate NPS Score to generate the result summary above the form.
- Review the segment mix, gaps, weighted average, and Plotly chart.
- Use the CSV button for spreadsheet exports and the PDF button for shareable reports.
Frequently Asked Questions
1. What does NPS measure?
NPS measures customer willingness to recommend your brand, product, or service. It summarizes loyalty sentiment using promoter and detractor shares from a single recommendation question.
2. Why are scores 7 and 8 not included in NPS?
Scores 7 and 8 are called passives because they are neutral to mildly positive. They matter for analysis, but they do not directly raise or lower the final NPS value.
3. Can NPS be negative?
Yes. NPS becomes negative when detractors represent a larger percentage than promoters. Negative values usually indicate customer experience problems, product friction, or poor service recovery.
4. What is considered a good NPS?
A good score depends on your industry, pricing, customer type, and market maturity. Many teams view anything above 30 as strong, while scores above 50 are often excellent.
5. Should I compare NPS across campaigns?
Yes, but compare similar audiences, channels, and timing windows. A retention survey and a post-purchase survey may produce different expectations, so context matters when benchmarking results.
6. Why does this calculator ask for every score?
Detailed score entry lets you inspect distribution, calculate weighted average rating, and visualize score concentration. It also improves reporting beyond the headline NPS value.
7. What does target gap mean?
Target gap shows how far your current NPS is above or below the goal you entered. Positive values beat the target, while negative values indicate missed expectations.
8. When should I export CSV or PDF?
Use CSV for spreadsheet analysis, dashboards, and further modeling. Use PDF when sharing a clean static summary with managers, clients, or presentation stakeholders.