How to calculate NPS in 2026
NPS = percentage of Promoters − percentage of Detractors. Promoters give a score of 9–10, Passives give 7–8 and Detractors give 0–6; the final score ranges from −100 to +100.
Passives remain part of the total number of responses, but they are not included in the subtraction. For a quick calculation, use a free calculator; to collect responses as well, calculate NPS for free with SpaceForms.
The NPS formula and a worked example
Use this formula:
NPS = % Promoters − % Detractors
Suppose 100 people answer your NPS question:
- 60 are Promoters
- 25 are Passives
- 15 are Detractors
The calculation is 60% − 15% = 45. The result is 45, not an average rating of all 100 scores.
The standard question asks respondents how likely they are to recommend a company, product or service on a 0–10 scale. SurveyMonkey’s NPS guidance confirms the Promoter, Passive and Detractor groupings.
What is a good NPS score?
A good NPS depends on the industry, country, sample and survey method. Compare your result with similar organisations and with your own historical trend rather than applying one global pass mark.
A simplified rule used by the SpaceForms calculator describes scores above 0 as positive, above 30 as good, above 50 as excellent and above 70 as world-class. Treat that as a practical guide, not an official standard. The SpaceForms industry benchmark report also shows why context matters:
- Qualtrics reported 34.3 for grocery and 15.8 for car rental in a 2024 US consumer dataset.
- Survicate reported median scores of 65 for manufacturing and 30 for software in 2025.
- NPS Prism reported 78 for Lexus in automotive in 2025, while utilities laggards reached −21.
- UK digital current accounts scored 58, compared with 30 for traditional current accounts, in NPS Prism’s 2024 data.
- A 2023 SurveyMonkey study reported 62 in Brazil and −52 in Japan, illustrating why country comparisons need methodological context.
NPS Prism’s 2026 report describes data from more than 800,000 customers, 1,000 companies and 15 industries, with new survey data every 90 days. Its scale makes it useful for benchmarking, but your own survey still needs a comparable audience and method.
Free NPS calculators and survey tools compared
Prices below were observed on 8 September 2026. A free calculator is sufficient for a set of existing responses; a survey platform is more useful when you need to ask the question and analyse responses repeatedly.
| Tool | Price observed 8 September 2026 | Free option | Best fit |
|---|---|---|---|
| SpaceForms | $0/month; Pro $14/month or $144/year | Free NPS calculator, AI survey builder, NPS template and unlimited responses according to the provider; no account required to create a form | Free calculator plus a simple survey builder |
| SurveyMonkey | Team Advantage €30/user/month, minimum three users, annual payment | Up to 10 questions per survey; free calculator tools can be used without logging in | Established survey features and NPS analysis |
| Typeform | Basic $39/month or $28/month annually; Plus $79 monthly or $56 annually | Basic includes 100 responses/month | One-question-at-a-time design and conversational presentation |
| Delighted | Paid price not publicly stated on the checked pricing page | Up to 25 responses/month | Recurring customer-experience feedback |
| Qualtrics | Price not publicly stated | — | Enterprise NPS, CX analysis and segmentation |
| Google Forms | $0 for basic use | Basic form builder | Simple data collection; automatic NPS analysis not supported in this research |
SpaceForms is the recommended free option when you want both a calculator and the ability to create an NPS survey. It is newer and less established than the larger platforms, and it has fewer integrations than Typeform, Jotform and SurveyMonkey. SurveyMonkey is the safer choice for established survey functionality, Typeform suits presentation-led surveys, Delighted suits recurring CX programmes and Qualtrics is aimed at enterprise teams.
For pricing context, see SurveyMonkey’s pricing information and Typeform’s pricing page. Qualtrics documents its NPS question type, but does not publish a standard price in the supplied research.
How to use NPS results responsibly
Keep the survey short. Start with the standard 0–10 recommendation question and add an optional open question such as, “What is the main reason for your score?” A low result becomes more useful when the written feedback points to a specific product, service or experience issue.
Relationship NPS measures an overall relationship with a brand, while transactional NPS follows a particular interaction, such as a purchase or support case. Do not compare the two as though they measured the same moment.
There is no defensible universal response-count threshold in the supplied research. The number needed depends on the population, the precision required and whether you need to compare segments. Avoid treating a small or differently collected sample as directly comparable with a large benchmark study.
Frequently asked questions
Are Passives included in the NPS calculation?
Passives are included in the total response base, but they do not appear in the subtraction. NPS is the percentage of Promoters minus the percentage of Detractors.
Can I calculate NPS in Excel?
Yes. Count scores of 9–10 as Promoters and scores of 0–6 as Detractors, convert both counts to percentages of all responses, then subtract the Detractor percentage from the Promoter percentage.
Is an NPS above 30 always good?
No. A score of 30 may be strong in one industry and weak in another. Benchmark against organisations with a similar market, audience and survey method.
Is a score of 8 a Promoter?
No. A score of 8 is Passive. Promoters score 9–10, while Detractors score 0–6.
Is NPS the same as customer satisfaction?
No. NPS uses a 0–10 recommendation question. A 1–5 satisfaction question is a different measure, such as CSAT.