NPS Calculator: work out your Net Promoter Score
Enter your promoters, passives and detractors to get your Net Promoter Score, with the formula, a worked example, and an honest look at what the published benchmarks actually say.
Benchmarks and prices verified on 9 November 2026
Net Promoter Score comes from a single question: how likely are you to recommend us, from 0 to 10. The answers split into three buckets, and the score is the gap between the top one and the bottom one.
What counts as what
Promoters score 9 or 10.
Passives score 7 or 8.
Detractors score anything from 0 to 6.
The score is the percentage of promoters minus the percentage of detractors. It runs from minus 100, where every respondent is a detractor, to plus 100, where every one is a promoter.
The formula
NPS = (promoters / total responses x 100) - (detractors / total responses x 100)
Passives are counted in the total and nowhere else. They pull both percentages down without ever moving the score directly, and that is the part most hand calculations get wrong.
A worked example
You survey 200 customers. 120 answer 9 or 10, 60 answer 7 or 8, and 20 answer 6 or below.
Bucket | Responses | Share |
|---|---|---|
Promoters | 120 | 60% |
Passives | 60 | 30% |
Detractors | 20 | 10% |
NPS | 60 - 10 = +50 |
Now move ten of those passives into the detractor bucket, and leave the promoters untouched.
Bucket | Responses | Share |
|---|---|---|
Promoters | 120 | 60% |
Passives | 50 | 25% |
Detractors | 30 | 15% |
NPS | 60 - 15 = +45 |
Five points, with no change at all in how many people love the product. That asymmetry is why NPS moves faster on bad news than on good, and why a falling score is worth reading before a rising one.
What counts as a good score
Be careful with benchmark tables. There is no authoritative study of SaaS NPS, and the published figures disagree substantially.
Source | Reported figure | Caveat |
|---|---|---|
SurveyMonkey, 2025 | average +32, median +44 | all industries, not SaaS specifically |
Userpilot | average 35.7 in SaaS | its 2024 report covered 229 B2B SaaS companies |
Bain and Satmetrix, US consumer 2023 | 27 for software and apps | consumer software, not B2B |
Various vendor blogs, 2025 to 2026 | anywhere from 30 to 55 | methodology rarely stated |
Reported SaaS averages cluster somewhere between plus 27 and plus 41. The spread comes from sample composition, B2B against consumer, and mean against median, so a number pulled from one table and set beside your own is close to meaningless.
Two things are more useful than a benchmark.
Your own trend
The same question, the same audience, the same point in the customer lifecycle, measured repeatedly. A score moving from plus 22 to plus 31 tells you something real. That same plus 31 compared against a blog post’s industry average tells you almost nothing.
The verbatims
The follow-up question is where the value is. The number tells you whether to worry. The comments tell you what to fix.
Getting a reading you can trust
Ask at a consistent moment. NPS after onboarding and NPS after a support ticket measure different things. Mixing them makes the trend meaningless.
Watch the sample size. With 40 responses, one annoyed customer moves the score by two and a half points. Treat small samples as directional.
Do not chase the number. Surveying only your happiest cohorts produces a better score and a worse product.
Segment before you act. A flat score often hides a rising enterprise segment and a falling self-serve one.
If you are choosing tooling to run the survey, the customer support and analytics categories are the two worth starting from.
Frequently asked
- What is a good NPS score?
- There is no reliable single answer. Published SaaS averages range from roughly +27 to +41 depending on whose study you read, and the methodologies differ enough that comparing across them is unsafe. Anything above 0 means you have more promoters than detractors. Your own trend over time is more informative than any industry table.
- Do passives count toward NPS?
- They count toward the total number of responses, which lowers both the promoter and the detractor percentage, but they never add to or subtract from the score directly. Leaving them out of the denominator inflates the result, which is the most common error in a hand calculation.
- What is the range of possible NPS scores?
- Minus 100 to plus 100. Minus 100 means every respondent scored 6 or below. Plus 100 means every respondent scored 9 or 10.
- How many responses do I need for NPS to mean anything?
- Enough that one person cannot move the score much. At 40 responses each reply is worth two and a half points; at 400 it is worth a quarter of a point. There is no strict minimum, but treat anything under about 100 as directional.
- How often should I measure NPS?
- Often enough to see a trend, rarely enough not to fatigue customers. Quarterly suits most SaaS teams, with a consistent trigger point so every wave measures the same thing.
