# Net Promoter Score calculator

https://salesbond.app/tools/net-promoter-score-calculator/
Updated: 2026-11-06

# Net Promoter Score (NPS) Calculator and CSAT Calculator

Net Promoter Score = % promoters (answers 9–10) − % detractors (answers 0–6) to “How likely are you to recommend us?”. With 110 promoters, 50 passives and 40 detractors out of 200 answers, NPS is 55% − 20% = 35. It ranges from −100 to +100.

Enter the number of promoters, passives and detractors, or paste the raw 0–10 scores from your survey export. You get the NPS, the share of each group and the margin of error. Switch to CSAT for a 1–5 satisfaction survey.

## NPS and CSAT formulas

| Figure | Formula |
| --- | --- |
| Net Promoter Score | %P − %D |
| Margin of error (95%) | 1.96 × √((P + D − (P − D)²) ÷ n) |
| CSAT | (4s + 5s) ÷ n |

P: share of promoters (9–10). D: share of detractors (0–6). n: number of answers.

## Example: NPS

A company surveys its customers and gets 200 answers: 110 promoters, 50 passives and 40 detractors. Promoters are 110 ÷ 200 = 55% and detractors 40 ÷ 200 = 20%, so NPS = 55 − 20 = 35. With 200 answers the margin of error is about ±11 points, so the true score is likely between 24 and 46. Winning over one detractor so they become a promoter would add 1 point.

## Example: CSAT

After support tickets, 200 customers rate the service from 1 to 5: 90 give a 5, 60 a 4, 25 a 3, 15 a 2 and 10 a 1. CSAT = (90 + 60) ÷ 200 = 75%, and the average rating is 4.03 out of 5.

## NPS benchmarks

| What it means | NPS |
| --- | --- |
| More detractors than promoters | below 0 |
| Good | 0 to 49 |
| Excellent | 50 to 69 |
| World class | 70 or more |

## Frequently asked questions

### How do you calculate a Net Promoter Score?

Ask “How likely are you to recommend us to a friend or colleague?” on a 0–10 scale. Count 9–10 as promoters and 0–6 as detractors, then NPS = % promoters − % detractors. With 110 promoters and 40 detractors out of 200 answers, NPS is 55 − 20 = 35.

### What is a good NPS?

Any score above 0 means you have more promoters than detractors. Bain & Company, which created NPS, treats 50 and above as excellent and 70 and above as world class. Scores vary a lot by industry, so compare yourself with your own past scores and with direct competitors.

### Why do passives not count in NPS?

Passives, who answer 7 or 8, are counted in the total but not in the score. They are satisfied but not enthusiastic and easy for competitors to win. Moving them up to 9 or 10 raises NPS; losing them to 0–6 lowers it.

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

The fewer answers, the wider the margin of error. With 200 answers an NPS of 35 is accurate to about ±11 points at 95% confidence; with 50 answers it would be about ±22. Treat small changes between surveys with care unless you have hundreds of answers.

### What is the difference between NPS and CSAT?

NPS measures loyalty: would customers recommend you. CSAT measures satisfaction with a recent experience, usually on a 1–5 scale: the share of 4s and 5s. Use CSAT right after a support ticket or purchase, and NPS a few times a year for the relationship.

### How do you calculate CSAT?

CSAT = customers who answered 4 or 5 ÷ all answers × 100. If 150 of 200 customers rate you 4 or 5, CSAT is 75%. Some teams also report the average rating, here 4.03 out of 5.

Related tools: [churn rate calculator](https://salesbond.app/tools/churn-rate-calculator/), [customer lifetime value calculator](https://salesbond.app/tools/customer-lifetime-value-calculator/), [sales rep scorecard](https://salesbond.app/tools/sales-rep-scorecard/). More on sales and running a sales team on the [SalesBond blog](https://salesbond.app/blog/) and the [home page](https://salesbond.app/).

## Official sources

- [Wikipedia, Net promoter score](https://en.wikipedia.org/wiki/Net_promoter_score) — definition, groups and criticism.
- [Bain & Company, Measuring Your Net Promoter Score](https://www.netpromotersystem.com/about/measuring-your-net-promoter-score/) — the question, groups and benchmarks.
- [SurveyMonkey, NPS Calculation](https://www.surveymonkey.com/mp/net-promoter-score-calculation/) — how to calculate NPS.
- [Qualtrics, What is CSAT](https://www.qualtrics.com/experience-management/customer/what-is-csat/) — the CSAT formula.

**Updated on Nov 6, 2026.** This calculator is for information only and is not tax, legal or payroll advice. Results come from the formulas above. The margin of error assumes a random sample of your customers; a low response rate or a biased sample adds error the formula cannot show.