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How to Calculate the Net Promoter Score in Excel
The Net Promoter Score is calcualted by applying the formula P - D = NPS,
where P and D are the percentage of promoters and detractors.
When asked "Would you recommend ____ to a friend or colleague?" on a scale
of 0-10 (10 being positive), promoters are those that respond with 9 or 10,
detractors respons with 0-6, neutrals respond with 7 or 8.
Neutrals are not counted - thats why 7 and 8 are excluded from the formula.
NPS ranges from -100 to +100
An NPS of 85 and better is considered World Class.
Project Management * Instructional Design * World Class Facilitation
"Dave F" wrote:
> Your formula excludes values of 8. Is this intentional?
> Brevity is the soul of wit.
> "Joan Roco" wrote:
> > I searched for this on the net, couldn't find it, so wrote a simple formula
> > myself.
> > (The net promoter score is a number assigned to a one question survey:
> > "Would you recommend us to a friend or colleague?"
> > There's been a great deal of research on the use of this number)
> > I needed to calculate the NPS for several of my surveys.
> > Here's what I came up with:
> > You can paste the formula below in cell A21 to get the NPS of A1:A20
> > =100*(COUNTIF(A$1:A20,">8")-COUNTIF(A$1:A20,"<7"))/COUNT(A$1:A20)
> > Once you have it in a spreadsheet, just copy that cell and past it to the
> > bottom of ANY list of individual survey results (regardless of the number of
> > results) to get
> > the Net Promoter Score (NPS).
> > If you make improvements, please let me know via email or by posting to this
> > thread. If you use it, please let me know via email - I'm a proponent of NPS.
> > Thanks,
> > Joan Roco
> > --
> > World Class Project Management, Instructional Design and Facilitation
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