---
title: "NPS calculator and NPS survey: formula and how to calculate"
description: "Free NPS calculator: enter your score counts and get the Net Promoter Score with its margin of error. The formula, 24 survey questions, NPS vs CSAT and CES."
url: https://askyo.ru/en/nps-survey
lang: en
last_modified: 2026-09-27
---

Net Promoter Score

# NPS calculator and NPS survey

Create an NPS survey in five minutes: the loyalty index is calculated for you, respondents are split into promoters, passives and detractors, and right after the score the survey asks what drove it.

[Create an NPS survey ](https://app.askyo.ru/build)[Free plan](https://askyo.ru/en/free)

Calculator

## NPS calculator

Enter your detractors, passives and promoters, or how many people gave each score from 0 to 10. The score, the breakdown and the margin of error update as you type.

Your NPS +35

Responses: 200

- Detractors, scores 0–6 20%
- Passives, scores 7–8 25%
- Promoters, scores 9–10 55%

95% interval: +24 to +46 (±11)

The margin of error is over 10 points. With a sample this size, a 5–10 point change from your last survey may be noise.

### NPS formula for Excel and Google Sheets

If the scores sit in column B, rows 2 to 201, one formula does the job:

`=(COUNTIF(B2:B201,">=9")-COUNTIF(B2:B201,"<=6"))/COUNT(B2:B201)*100`

Definition

## What is NPS?

Net Promoter Score (NPS) measures how willing your customers are to recommend you. You ask one question, “How likely are you to recommend us to a friend or colleague?”, on a 0–10 scale. The score is the percentage of promoters (9–10) minus the percentage of detractors (0–6).

Fred Reichheld of Bain & Company introduced the metric in “The One Number You Need to Grow”, published in Harvard Business Review in December 2003. The wording has barely changed since, which is the main reason scores from different years and companies are at least built the same way.

Promoters (9–10) are happy and bring in friends on their own. Passives (7–8) are satisfied but would switch for a slightly better deal. Detractors (0–6) are unhappy and are the ones who write bad reviews. Passives are left out of the subtraction, yet they still move the result: they add to the total, which shrinks both of the other shares.

One question takes a few seconds to answer, so response rates beat a twenty-item questionnaire. The catch is that the number tells you what is happening and never why. That is why almost every NPS survey follows the scale with an open “What is the main reason for your score?”, and that answer is the one your team actually works from.

## How to calculate NPS

The NPS formula is % promoters − % detractors. The result runs from −100 to +100 and is written as a plain number, not a percentage.

1. ### Collect 0–10 scores

   Take every response for the period. Drop submissions with no score; keep responses without a comment, since the comment is not part of the formula.

2. ### Sort responses into three groups

   Scores of 9 and 10 are promoters, 7 and 8 are passives, 0 to 6 are detractors. Example: out of 200 responses, 110 promoters, 50 passives and 40 detractors.

3. ### Work out each share of the total

   Divide by all responses, passives included: 110 / 200 = 55% promoters, 40 / 200 = 20% detractors. Dividing by promoters plus detractors only is the classic mistake.

4. ### Subtract detractors from promoters

   55 − 20 = 35, so your NPS is +35. It is a score, not a percentage, so “NPS of 35%” is wrong. All detractors gives −100, all promoters gives +100.

Benchmarks

## What is a good NPS score?

Any NPS above zero means you have more promoters than detractors. There is no universal “good” number: the score depends on the industry, the channel and the moment you asked. The most reliable benchmark is your own previous survey, run the same way.

Published industry averages mix methods: some come from panels of random consumers, others from customers surveyed right after a purchase. Comparing your transactional NPS with someone else’s annual panel is apples to oranges, so we do not list industry numbers without a source and a method.

The margin of error matters more. Say you have 100 responses: 45 promoters, 35 passives and 20 detractors. NPS is +25 and the 95% interval is about ±15 points, so the true score sits somewhere between +10 and +40. A +30 next quarter is not growth yet.

Halving the interval takes four times as many responses. With a typical mix you need roughly 1,000 responses for ±5 points and about 250 for ±10. The calculator above shows the interval for your numbers.

Wording

## NPS survey questions: 24 examples

Adapt the main question to the audience and the follow-up to what you are ready to fix. Copy them as they are and replace the words in brackets.

### The main question

1. How likely are you to recommend \[company] to a friend or colleague?
2. How likely are you to recommend our store to people you know?
3. If a colleague asked what to use for \[task], how likely is it that you would name us?
4. How likely are you to recommend this feature to other users?

### Follow-ups after the score

1. What is the main reason for your score?
2. What would we have to change for you to give us a 10?
3. What was missing?
4. What do you like most about us?
5. What would you tell a friend when recommending us?
6. May we contact you to look into this? Leave a phone number or email.

### By industry

1. Online store: “How likely are you to recommend us to a friend who needs the same product?”
2. Online course: “How likely are you to recommend this course to someone who wants to learn \[skill]?”
3. SaaS: “How likely are you to recommend \[product] to a peer at another company?”
4. Restaurant or food delivery: “How likely are you to recommend us to friends choosing where to eat?”
5. Healthcare: “How likely are you to recommend this doctor to a family member or friend?”
6. Mobile app: “How likely are you to recommend the app to friends?” Show it after a few sessions, not on first launch.
7. Agency or B2B services: “How likely are you to recommend our team to your partners?”
8. Events: “How likely are you to recommend next year’s conference to a colleague?”
9. Support: “After this conversation, how likely are you to recommend us to people you know?”
10. Repairs and service: “How likely are you to recommend us if a friend’s \[device] breaks?”

### eNPS for employees

1. How likely are you to recommend our company as a place to work?
2. How likely are you to recommend your team to a friend looking for a job?
3. What should change to make working here better?
4. What keeps you at the company?

Metrics

## NPS vs CSAT vs eNPS vs CES

All four look alike: a short survey and a scale. They measure different things, and mixing them up gives you a number that never moves when you improve.

| Metric | Measures                             | Question                                                 | Scale and formula                     | When to ask                              |
| ------ | ------------------------------------ | -------------------------------------------------------- | ------------------------------------- | ---------------------------------------- |
| NPS    | Willingness to recommend the company | “How likely are you to recommend us?”                    | 0–10; % of 9–10 minus % of 0–6        | Quarterly, or after a key moment         |
| CSAT   | Satisfaction with one interaction    | “How satisfied are you with this conversation?”          | Usually 1–5; share of 4s and 5s       | Right after a purchase, delivery or call |
| eNPS   | Employee loyalty                     | “How likely are you to recommend us as a place to work?” | 0–10; same formula as NPS             | Quarterly or twice a year, anonymously   |
| CES    | How much effort the customer spent   | “How easy was it to resolve your issue?”                 | Often 1–7; average or share of “easy” | After a support case, checkout or return |

Use NPS for the relationship as a whole. For a single interaction CSAT or CES is more honest: a customer can hate one delivery and still recommend you. More on measuring NPS without fooling yourself: [NPS without lying to yourself](https://askyo.ru/en/blog/nps-without-lies)

Timing

## When and how often to send an NPS survey

### Relationship NPS (rNPS)

Measures how people feel about you overall. Send it to your whole base or a random sample every quarter or every six months, at the same time of year, so seasonality does not muddy the trend.

### Transactional NPS (tNPS)

Ask right after the event: a purchase, a delivery, a closed ticket, the end of a course. The closer to the moment, the sharper the answer. A week later people only remember a general impression.

### One person, one survey per quarter

Frequent surveys annoy people and lower response rates. We suggest asking the same customer no more than once every 90 days: if they answered a tNPS on Monday, skip them in Friday’s quarterly run.

### The channel shapes the score

An in-app or on-site widget reaches active users. An email link reaches people who have not logged in for a while. A QR code linking to the survey works for physical locations. You can mix channels in one wave, but split them in the report.

Mistakes

## NPS mistakes that skew the score

1. ### A leading question

   “How likely are you to recommend our amazing service?” inflates scores. Keep the question neutral, with no adjectives about yourself.

2. ### A 1–10 or 1–5 scale

   The formula assumes 11 points from 0 to 10. On any other scale the group boundaries shift and the result compares with nothing, including your own history.

3. ### Asking for a 10

   “A 10 would really help us” or a discount for a high score turns the metric into a target staff chase. The score goes up, loyalty does not.

4. ### Surveying only happy customers

   Send it only to repeat buyers and detractors never make it into the sample. The score looks great and means nothing.

5. ### Reporting the average

   Half tens and half zeros give an average of 5 and an NPS of 0, yet that is a polarised audience, not a lukewarm one. The average hides exactly what NPS is meant to show.

6. ### Not closing the loop

   Reply to detractors within a couple of days: dig in, apologise, say what you fixed. Without that step the survey just collects complaints.

What is inside

## The scale, the segments and the follow-up

### The index calculates itself

Percentage of promoters minus percentage of detractors, computed automatically. No exporting to a spreadsheet and typing the formula by hand.

### Automatic segmentation

Respondents are split into promoters (9–10), passives (7–8) and detractors (0–6) in the response report, next to the distribution of all 11 scores.

### A “why” right after the scale

Straight after the score the survey asks for the reason: as text, or as a voice note on the Pro plan. One follow-up for everyone keeps the groups comparable.

### NPS widget for your site and emails

Show the NPS survey as a pop-up widget on your site, as a link in an email or in chat format. The widget is 35 KB.

### Answers to your CRM and chat

Every response flies off to your CRM, Telegram, Slack or a webhook, so you can act on detractors while the feedback is still fresh.

### Export without friction

Pull the measurement history into CSV/XLSX whenever you want and track how your NPS moves over time. Self-hosting is available if the data must stay with you.

Next

## NPS templates and reading

- [NPS survey template A 0–10 score, the reason as voice or text, and an optional email.](https://askyo.ru/en/templates/nps-classic)
- [eNPS template for employees Team loyalty score, the reasons behind it and a suggestions block.](https://askyo.ru/en/templates/enps)
- [CSAT after a support case For rating one support conversation rather than the company.](https://askyo.ru/en/templates/csat-support)
- [Product feedback with NPS Stars, NPS, a feature matrix and feature ranking.](https://askyo.ru/en/templates/product-feedback)
- [NPS without lying to yourself Samples, timing and the ways teams fool themselves with NPS.](https://askyo.ru/en/blog/nps-without-lies)
- [Employee surveys and eNPS Anonymous pulse surveys, onboarding and exit interviews.](https://askyo.ru/en/employee-survey)
- [NPS survey on your website A one-line widget for WordPress, Webflow or any site.](https://askyo.ru/en/website-survey)

Frequently asked questions

## NPS surveys: common questions

What is an NPS survey?

NPS (Net Promoter Score) is a survey built around one key question: “How likely are you to recommend us?” on a 0–10 scale. The answers are used to work out what share of your customers are genuinely loyal.

How is the NPS index calculated?

NPS = % promoters (scores 9–10) − % detractors (scores 0–6). Passives (7–8) are excluded from the formula. The result ranges from −100 to +100. Askyo calculates it automatically.

How do I create an NPS survey for free?

Build a survey with a 0–10 scale, add an open question about the reason for the score and publish. This works on the free plan (150 responses in total) with no card. There is a ready NPS template to start from.

How often should I run NPS?

Transactional NPS is shown right after a key action: a purchase, a support conversation. Relationship NPS is usually measured quarterly. Scheduled publishing lets you launch measurements automatically.

Can I build CSAT, CES or a quiz the same way?

Yes. The same graph editor builds CSAT and CES surveys, product quizzes and tests. Only the scales and branching change. NPS is just one of the ready-made scenarios.

What is a good NPS score?

Anything above zero means you have more promoters than detractors. There is no universal standard: the score depends on the industry, the channel and when you asked. Compare yourself with your own previous survey run the same way, and mind the margin of error, which reaches ±15 points at 100 responses.

How many responses do I need for NPS?

A hundred responses give a rough read with a margin of error around ±15 points. About 250 responses get you to ±10, and ±5 takes roughly a thousand. The calculator on this page shows the interval for your own numbers.

Why is NPS not a percentage?

NPS is the difference between two percentages, not a share of anything, so you write “NPS +35”, not “35%”. The score runs from −100 to +100; a negative value means detractors outnumber promoters.

Can detractors and promoters get different follow-up questions?

Not yet: Askyo does not branch on an NPS score, so everyone sees the same follow-up after the scale. A neutral question such as “What is the main reason for your score?” usually covers it, and each response shows the score and the comment side by side.

## Launch an NPS measurement in five minutes

Automatic index calculation and segmentation. Free plan, no card.

[Create an NPS survey ](https://app.askyo.ru/build)[Create a survey for free](https://askyo.ru/en/free)