NPS and CSAT Calculator
Enter survey counts or paste scores to get your Net Promoter Score, the promoter and detractor split, and a CSAT score, with the math shown. Pick a mode and type or paste your results.
Your numbers
Net Promoter Score
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- Promoters (0)
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- Passives (0)
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- Detractors (0)
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- Responses
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How NPS is calculated
A Net Promoter survey asks one question: how likely are you to recommend us to a friend or colleague, from 0 to 10? Scores of 9 and 10 are promoters, 7 and 8 are passives, and 0 to 6 are detractors. The Net Promoter Score is the percentage of promoters minus the percentage of detractors.
Say 200 customers answered: 120 promoters, 50 passives and 30 detractors. That is 60% promoters and 15% detractors, so the NPS is 60 − 15 = 45. It is written as a plain number, not a percentage, and runs from −100 to 100. Passives count in the total but not in the score, so they pull the result toward zero without moving it either way.
NPS vs CSAT
NPS measures the relationship: would this customer put their name behind you? CSAT, customer satisfaction, measures a moment: how satisfied were you with this support call, this delivery, this onboarding session, usually on a 1 to 5 scale.
CSAT is the share of satisfied answers, the 4s and 5s, out of all answers. With 60 fives, 25 fours, 10 threes, 3 twos and 2 ones, CSAT is 85 ÷ 100 = 85%. Some teams report only the 5s, the "top box", which here is 60%; say which one you use when you compare quarters. Many teams send CSAT right after a touchpoint and NPS once or twice a year.
Why the follow-up question matters more than the score
The number tells you how many customers are unhappy, not why, and it moves for reasons you cannot see from a spreadsheet: a price change, one bad release, a new contact on the account. The open question after the score ("What is the main reason for your score?") and the conversations that follow are where the fixes come from.
Call the detractors, and the passives on your biggest accounts, within a few days. Ask what went wrong and what would make it a 9. Write down what they said in their words, agree one next step, and bring the list to the QBR. The score next quarter is the check that the follow-up happened.
Where NPS comes from
Fred Reichheld of Bain & Company introduced the Net Promoter Score in "The One Number You Need to Grow", in the Harvard Business Review of December 2003. Bain's Net Promoter System site defines the score the same way this calculator does: the percentage of promoters (9 or 10) minus the percentage of detractors (0 to 6).
Net Promoter®, NPS® and Net Promoter System® are registered trademarks, and Net Promoter Score℠a service mark, of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld. ParrotNotes is not affiliated with them.
More for sales and customer success leaders: Sales QBR agenda and template, SaaS sales, How to run a client meeting.
The score says who. The call says why.
The score tells you who is unhappy; the call tells you why. ParrotNotes records customer calls and pulls out the complaints and action items so the follow-up happens.
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