Calculating the score from an NPS survey can seem daunting at first, but in this blog, we’ll explain a little of the methodology behind the score, and show you an excel formula for calculating it.
The Three Groups.
Net promoter scores are based by grouping respondents into three groups, based on their answer to the question “How likely is it that you would recommend [this company] to a friend or a colleague”, on a scale of one to ten.
People who answer between one and six are “detractors”, seven and eight are “neutral” and those who answer nine or ten are “promoters”.
Firstly, the total numbers of promoters and detractors need to be identified.
With those numbers determined, you subtract the number of detractors from the number of promoters. It’s fine if this number is positive or negative.
Divide the answer to that by the total number of responses, then multiply it by 100.
The number you get, rounded to the nearest whole number, should be between 100 and -100. If it isn’t, you’ve gone wrong somewhere and need to do the calculation again. If it is, then this is your score.
NPS Excel Formula
If you’ve got a large data set, then doing things manually via the above method can be time-consuming, but it can be done with a single spreadsheet formula.
Here it is:
Paste this into Excel or Google Sheets (or other spreadsheet), and just replace [Data] with the data range in your response spreadsheet that has the NPS answers in it.
Run the formula and there you are. Your score should be right there looking at you from the spreadsheet cell.
But here’s the best part – SmartSurvey makes even this method unnecessary. Our built-in Net Promoter Score question will collect data that’s automatically processed to show you the correct score via our reporting tools.
All you need to do is create a survey, add the question, and choose what you want to ask about, it couldn't be easier.
NPS®, Net Promoter® & Net Promoter® Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.