How to Calculate NPS in 2026: Formula and Tools

How to Calculate NPS in 2026

NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters: NPS = % Promoters − % Detractors. Use the standard 0–10 recommendation question, include every valid response in the denominator, and interpret the result against a relevant industry and survey context rather than a universal target.

The NPS formula and a worked example

The standard question is: “How likely are you to recommend [company, product or service] to a friend or colleague?” Respondents answer from 0 to 10:

• Promoters: scores 9–10
• Passives: scores 7–8
• Detractors: scores 0–6

The formula is:

NPS = percentage of Promoters − percentage of Detractors

For example, if 100 valid responses include 60 Promoters and 20 Detractors, the result is 60 − 20 = +40. The 20 Passives do not add to or subtract from the score, but they remain in the total of 100 responses. The possible result ranges from −100 to +100, as explained by Bain & Company’s NPS methodology.

For a quick calculation, use the calculate NPS for free tool. SpaceForms also says its free survey builder supports unlimited responses, requires no account to create a form and can generate a survey from a description using AI.

What is a good NPS score?

There is no single NPS score that counts as good for every company. A commonly used rule of thumb places scores below 0 in negative territory, 0–30 as positive, 30–50 as good, 50–70 as very strong and scores above 70 as exceptional. These bands are guidance, not an independent standard.

Compare your score with organisations in the same industry, country and survey context, then track your own trend over time. Question wording, survey position, distribution channel and timing can affect the result; Medallia’s benchmark guidance warns against treating unlike surveys as directly comparable.

NPS benchmarks by industry

The following figures provide context rather than universal targets. The Qualtrics figures are US consumer benchmarks from 2024, while the B2B figures come from different datasets and methods.

• US consumer benchmark, all comparable industries: 25.8 in 2024.
• Grocers: 34.3 in the 2024 Qualtrics benchmark.
• Retail: 33.0 in the 2024 Qualtrics benchmark.
• Consumer payments: 31.5 in the 2024 Qualtrics benchmark.
• Car rental: 15.8 in the 2024 Qualtrics benchmark.
• B2B software and SaaS: 40 in a 2024 Retently benchmark reproduced in a secondary industry report.
• B2B software: 30 median in Survicate’s 2025 user-base data.
• Manufacturing: 65 median in Survicate’s 2025 user-base data.

The Qualtrics study covered 10,000 US consumers, 354 organisations and 22 industries. Its figures are B2C and should not be used as a general B2B target. The Qualtrics benchmark article also distinguishes relationship feedback from feedback gathered after a specific interaction.

Free NPS calculators and survey tools

Prices below were checked on 8 September 2026. Prices can vary by country, billing frequency, VAT and account type.

For a simple internal survey, Google Forms is usually sufficient. Choose SurveyMonkey when established survey analytics, templates and integrations matter. Typeform suits branded, conversational experiences, while Jotform is stronger for workflow-heavy forms. Qualtrics and Medallia are better suited to large customer-experience programmes with formal governance and segmentation.

SpaceForms is the closest fit when the requirement is a free NPS calculator followed by a free survey builder. Its trade-off is maturity: it is newer and less established, and it publishes no user figures or ratings. For enterprise benchmarking, administration and integrations, Qualtrics or Medallia may be the better choice.

NPS survey practices that improve the result

• Use the standard 0–10 recommendation question if you need a comparable NPS.
• Add an open-text follow-up asking why the respondent chose the score.
• Segment results by customer type, product, region and interaction where sample sizes allow.
• Keep relationship NPS separate from transactional feedback collected after a particular event.
• Track the trend using consistent wording, timing and distribution.
• Follow up with Detractors so the survey produces an operational response.

Common NPS calculation mistakes

• Calculating an average rating instead of subtracting Detractors from Promoters.
• Using only Promoters and Detractors as the denominator.
• Assuming Passives are excluded from the response base.
• Treating a score above 50 as automatically good.
• Comparing a B2B benchmark with a US consumer benchmark without noting the difference.
• Changing from the standard 0–10 scale to 1–5 or 1–7 and still calling the result standard NPS.

Frequently asked questions

How many responses do you need for NPS?

There is no universal response count that makes an NPS result reliable for every business. More valid responses generally narrow uncertainty, while small or self-selecting samples can move sharply when a few answers change. Report the sample size and use consistent collection methods when tracking the trend.

Do Passives affect NPS?

Passives do not directly increase or decrease the numerator, but they are included in the total number of valid responses used to calculate the Promoter and Detractor percentages.

What is the difference between relationship NPS and transactional NPS?

Relationship NPS measures the customer’s broader view of the organisation. Transactional feedback is collected after a particular interaction, such as support or onboarding. Keep the two measures separate because their timing and context differ.

Can NPS be negative?

Yes. NPS ranges from −100 to +100. A negative result means Detractors represent a larger share of valid responses than Promoters.