How To Calculate Net Promoter Score (NPS) in Excel or Sheets
Introduction
Net Promoter Score (NPS) is a widely used metric for measuring customer loyalty and satisfaction. It's based on a single question: "On a scale of 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?"
Calculating NPS manually can be time-consuming, especially for large datasets. But fear not! Excel and Google Sheets offer quick and easy ways to automate the process.
Why It's Important
NPS provides valuable insights into customer sentiment and helps you track your progress in building brand loyalty. A high NPS score indicates satisfied customers who are more likely to make repeat purchases, recommend your brand to others, and provide positive feedback.
Calculating NPS in Excel or Sheets
Step 1: Organize Your Data
- Import your NPS survey data into a spreadsheet, ensuring the responses are in a single column.
Step 2: Identify Promoters, Detractors, and Passives
- Promoters: Respondents who answer 9 or 10.
- Detractors: Respondents who answer 0 to 6.
- Passives: Respondents who answer 7 or 8.
Step 3: Calculate Percentages
- Use the COUNTIF function to count the number of promoters, detractors, and passives.
- Divide the number of promoters by the total number of responses and multiply by 100 to get the percentage of promoters.
- Repeat for detractors.
Step 4: Calculate NPS
- Subtract the percentage of detractors from the percentage of promoters.
Example:
| NPS Question Response | Count | Percentage |
|---|---|---|
| Promoters (9-10) | 25 | 35.71% |
| Passives (7-8) | 15 | 21.43% |
| Detractors (0-6) | 10 | 14.29% |
NPS = 35.71% (Promoters) - 14.29% (Detractors) = 21.42
Advanced Tips
- Use conditional formatting to highlight promoters, detractors, and passives for easy visual identification.
- Create charts and graphs to track NPS trends over time.
- Segment your data by different customer groups to gain deeper insights.
Calculating NPS in Excel or Sheets is a quick and easy way to gain valuable insights into customer sentiment and loyalty. By tracking your NPS score over time, you can identify areas for improvement and measure the effectiveness of your customer satisfaction initiatives.
