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NPS Calculator

Calculate your Net Promoter Score for free. Enter response counts or individual scores and get an instant result with interpretation.

Enter the number of responses in each category:

Benchmarks

Average NPS by Industry

Compare your score against typical values across different sectors.

Hospitality
35 - 55
Education
30 - 50
Retail
30 - 45
Financial Services
25 - 40
Airlines
20 - 35
Media
20 - 40
Municipal Services
15 - 30
Transport
10 - 25
Guide

Understanding Net Promoter Score

Everything you need to know about measuring and interpreting NPS.

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.

FAQ

Frequently Asked Questions

What is NPS?
NPS (Net Promoter Score) is a metric for measuring customer loyalty. It is calculated as the difference between the percentage of promoters (satisfied customers) and the percentage of detractors (dissatisfied customers). The score ranges from -100 to +100.
How is NPS calculated?
NPS = % Promoters - % Detractors. First, classify responses: promoters (score 80-100), passives (50-79), and detractors (below 50) on a 1-100 scale. Then calculate the percentage of each group and subtract detractors from promoters.
What is a good NPS score?
An NPS above 0 is good (more promoters than detractors), above 50 is excellent, and above 70 is world-class. Average NPS varies by industry - retail is 30-45, airlines 20-35, and municipal services 15-30.
How does kazva.bg measure NPS?
kazva.bg uses a 1-100 scale (instead of the standard 0-10), which provides a more precise picture of customer experience. Promoters score 80+, passives 50-79, detractors below 50. Data is collected in real time via QR codes, web forms, and a mobile app.

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