HOW TO CALCULATE NET PROMOTER SCORE(

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https://docs.google.com/spreadsheets/...
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HOW TO CALCULATE NET PROMOTER SCORE(NPS) IN EXCEL





Detractor Passive Promoter Category Score Description
Detractor 1 - 6 This group represents unhappy customers who are unlikely to buy from you again. Detractors can discourage consumers from buying into your business, which is why it is important to pay close attention to this category

Detractor Detractor Detractor Detractor Detractor Detractor Passive Passive Promoter Promoter
Category 1 2 3 4 5 6 7 8 9 10
Count 43 32 41 34 23 2 35 28 141 121 Passive 7 - 8 This group represents customers who had no issue with their customer experience, but they weren’t exactly impressed enough to become a promoter
Percentage 9% 6% 8% 7% 5% 0% 7% 6% 28% 24%
35% 13% 52%

Promoter 9 - 10 This category means you’re winning because you have a high percentage of promoters who are referring your business to consumers
NPS = % of Promoters(i.e. 9 & 10 Scores) - % of Detractors(i.e.1-6 scores)

Net Promoter Score = 17%






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What is Net Promoter Score? (NPS)
Improve your customer experience with NPS
Marketing, Brand, and Customer Experience Net Promoter Score NPS
what is NPS (Net Promoter Score) in BPO?

Net Promoter Score (NPS) is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company that's calculated by asking customers one question: “On a scale from 0 to 10, how likely are you to recommend this product/company to a friend or colleague?” Aggregate NPS scores help businesses improve ...

The NPS Calculation
Calculate your NPS using the answer to a key question, using a 0-10 scale: How likely is it that you would recommend [brand] to a friend or colleague?

Respondents are grouped as follows:

Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.