Free NPS Calculator

How to calculate NPS step-by-step

The NPS formula is simple: NPS = % Promoters − % Detractors. To calculate it for your own organization, follow four steps:

1. Ask each respondent: "How likely are you to recommend us?" Use the 0-10 scale (standard) or 1-100 (kazva.bg variant).
2. Classify every response as a promoter (9-10 / 80-100), passive (7-8 / 50-79), or detractor (0-6 / below 50).
3. Calculate the percentage of total responses in each group.
4. Subtract the detractor percentage from the promoter percentage. That difference is your NPS — a number between -100 and +100.

Example: 50 promoters, 30 passives, 20 detractors out of 100 responses. NPS = 50% − 20% = +30. The free calculator above runs all four steps automatically — enter counts or paste a list of individual scores and get the result instantly. For a deeper guide see how to calculate NPS step-by-step, or read the pillar comparison NPS vs CSAT vs CES.

What is NPS and why does it matter?

Net Promoter Score (NPS) is the most widely used metric for measuring customer loyalty. Developed by Bain & Company, it answers one simple question: "How likely are you to recommend us?" The resulting score, ranging from -100 to +100, is a proven predictor of business growth. Companies with higher NPS consistently outperform competitors in revenue growth and customer retention.

The standard 0-10 scale vs. the 1-100 scale

Traditional NPS uses a 0-10 scale where 9-10 are promoters, 7-8 are passives, and 0-6 are detractors. The kazva.bg platform uses an extended 1-100 scale that captures finer differences in sentiment. On this scale, promoters score 80-100, passives 50-79, and detractors below 50. The wider range reduces the "ceiling effect" common in 0-10 surveys and reveals nuances that a coarser scale would miss. This calculator supports the 1-100 scale used by kazva.bg.

Industry benchmark ranges

NPS varies significantly by industry. Hospitality and education tend to score highest (30-55), while transport and municipal services often range from 10-30. Any score above 0 means you have more promoters than detractors. Above 50 is considered excellent, and above 70 is world-class. Always compare your NPS against your own sector rather than an absolute standard.

How to collect NPS data

Effective NPS measurement requires consistent, timely data collection. Send surveys shortly after key interactions - a purchase, a support call, or a service visit. Common channels include email surveys, in-app prompts, SMS, QR codes at physical locations, and web forms. Aim for a response rate above 20% to ensure statistical reliability, and measure continuously rather than in one-off snapshots to track trends over time.