Hi
Dave,
Yes, excluding values of
8 is intentional in the
Net Promoter Score formula. This is because the NPS formula only considers the percentage of
promoters and
detractors, and
neutrals are not counted. Promoters are those who respond with a
9 or 10, while detractors are those who respond with a
0-6. Neutrals respond with a
7 or 8, and they are not included in the calculation because they are not considered to be either promoters or detractors.
To calculate the NPS using
Excel, you can use the formula that
Joan Roco provided in her post. Simply 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 paste it to the bottom of any list of individual survey results (regardless of the number of results) to get the
Net Promoter Score (NPS).