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Thread: What is the way to calculate Net Promoter Score in Microsoft Excel

  1. #1
    Join Date
    Jan 2012
    Posts
    59

    What is the way to calculate Net Promoter Score in Microsoft Excel

    The Net Promoter Score is calculated 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 response with 0-6, neutrals respond with 7 or 8. Neutrals are not counted - that's 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.

  2. #2
    Join Date
    Aug 2011
    Posts
    695

    Re: What is the way to calculate Net Promoter Score in Microsoft Excel

    Through a customer survey measures the net promoter score directly the probability with which a customer express a recommendation for the company / product / service price will be. Indirectly measuring the Net Promoter Score customer satisfaction and customer loyalty. Analyses have shown that a very strong correlation between recommendation, customer satisfaction and customer loyalty is. I do not know there is a kind of template which can help you to do this.

  3. #3
    Join Date
    Aug 2011
    Posts
    566

    Re: What is the way to calculate Net Promoter Score in Microsoft Excel

    I am too trying to find the same for Excel. I had got a template and I am already working on it. The difficulty arises is in connecting the customer service level and financial performance of the business have made long the customer service is an aspirational value and a principle in business. That is, all companies state that the customer is the focus of their activities and their rationale, but their actions or lack thereof, shows exactly the opposite or do consistent with such a statement.

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