Enter your results to see the score and its margin of error.
How it works
The score uses one question: how likely are you to recommend us to a friend or colleague? Answers of nine and ten are promoters, seven and eight are passives, and zero to six are detractors. Subtract the detractor percentage from the promoter percentage and keep the sign. A result of plus 35 means promoters outnumber detractors by 35 points.
Why the margin of error matters
A net promoter score combines two shares, so it moves more by chance than a single percentage does. With a small sample, a score can swing by ten points or more with no real change. Always report the number of responses and the margin of error beside the score, and compare two scores only when the gap is larger than their margins.
The calculator uses the standard variance for the difference of two shares. If your sample is weighted or comes from clusters, raise the design effect so the margin is not too narrow.
Collecting scores by phone, Telegram or SMS
Ask the recommend question with the scale read out clearly, and accept a single number as the reply. Keep the message short, say who you are, and let people stop at any time. Record the date, channel and language with each answer so you can check whether results differ by channel.
Reading your result
Compare your score with your own earlier scores and with your direct competitors, not with a global average. Look at why detractors scored low by asking one open follow-up question, and fix the biggest cause first.
Planning a satisfaction survey? Get the free customer satisfaction survey template, check your numbers with the sample size calculator and the margin of error calculator.
Frequently asked questions
What is a good net promoter score?
There is no universal good score. Compare with your own history and with brands in your category and country. A positive score means more promoters than detractors.
Can the score be negative?
Yes. If detractors outnumber promoters the score is below zero. The range is from minus 100 to plus 100.
How many responses do I need?
Enough that the margin of error is small compared with the changes you care about. Use the sample size and margin of error calculators to plan before you launch.
Do passives count?
Passives are included in the total number of responses but not in the subtraction. They lower both shares a little, so a large passive group pulls the score toward zero.
Is this calculator free?
Yes. Nothing is stored. The calculation runs in your browser.