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Home > Blog > Data Visualization > Add-ons > Google Sheets >

How to Calculate Net Promoter Score (NPS)?

A Net Promoter Score (NPS) is one of the recommended methodologies if your goal is to measure the recommendation of a brand or its offerings by customers.

how to calculate net promoter score

There’s even a visualization design you can use to display NPS insights, which is called CSAT Score Survey (NPS Detail) Chart.

The aforementioned chart uses a scale of between -100 and +100 to display negative and positive sentiments towards a brand. And this makes it incredibly easy to decode.

Values on the -100 side are red. On the other hand, values on the +100 side are green in color. Also, there are values that are considered neutral. And this means there’re customers that neither like nor dislike your brand (as you shall see later).

Google Sheets lacks CSAT Score Survey (NPS Detail) Charts.

So, if your goal is to display insights into the sentiments of the target market towards your brand, you’ve got to think beyond Google Sheets.

Don’t get us wrong.

We’re not recommending you do away with Google Sheets, especially if your goal is to access ready-made and visually appealing NPS Detail Charts.

Download and install a particular add-on (which we’ll mention later) into your Google Sheets to access ready-to-go CSAT Score Survey (NPS Detail) Charts.

Table of Content:

  1. What is the NPS?
  2. What is a Net Promoter Score Used for?
  3. How to Calculate NPS?
  4. What is the NPS Formula?
  5. How to Generate Net Promoter Score Charts (NPS Examples)?
  6. Video Tutorial: How to make a CSAT Score Survey (NPS Detail) Chart in Google Sheets?
  7. Wrap Up

What is the NPS?

Definition: A Net Promoter Score, or NPS, is a measurement of recommendation for your brand’s product or service on a scale between -100 to 100.

Positive and higher scores indicate acceptance and satisfaction of the target market. On the other hand, the negative and lower scores depict dissatisfaction and dislike of your brand and its offering.

NPS is the standard product KPI (key performance indicator) for measuring brand strength.

The methodology was created by Fred Reichheld in 2003 to measure the likelihood of customers and employees referring a brand to others. Over time, the methodology has been refined and adopted by thousands of companies all over the world as a staple benchmark in the customer experience life cycle.

The power of the Net Promoter Score (NPS) solution is hidden in the simplicity of just one question: On a scale of 0-10, what is the likelihood of you recommending our company to a friend or colleague?

Keep reading because in the coming sections, we’ll address the following question: what is the Net Promoter Score used for?

What is a Net Promoter Score Used for?

Net Promoter Score (NPS) is a methodology you can use to measure customer loyalty and the likelihood of referrals.

In other words, the NPS examples can help you to categorize your customers as promoters, passives, and detractors.

Loyal customers are an asset to your business. Besides, getting new business is tougher than renewing existing contracts. To use the NPS effectively, start by asking your existing customers and employees the following question:

On a scale of 0-10, how likely are you to recommend us to your friends or colleagues?

A net promoter score will be generated based on the feedback data collected.

So, if you have more promoters than detractors, it means the number of happy customers is higher than unhappy and dissatisfied ones resulting in having a good net promoter score.

In the coming section, we’ll cover the following topic: how to calculate NPS

How to Calculate NPS?

The Net Promoter Chart is made up of the following components:

  • Promoters are customers who give your brand a score of 9 or 10. Besides, they’re loyal with a high lifetime value.
  • Passives are customers who give your brand a score of 7 or 8. Also, they are relatively satisfied and may stay or move on to a competitor if they get attractive offers.
  • Detractors are customers who give your brand a score between 0-6. More so, they are the dissatisfied ones who may damage your brand reputation by writing negative reviews or spreading negativity through word-of-mouth.

To measure Net Promoter Score, subtract promoters from detractors.

In the next section, we’ll address the following question: What is the NPS formula?

What is the NPS Formula?

The NPS example is the world’s leading metric for measuring customer loyalty.

Yes, you read that right.

The methodology is based on the question:

“How likely is it that you would recommend (insert company or product/service) to a friend or colleague?”

The respondent is asked to select a rating on a 0-10 scale, with 0 being the least likely to recommend and 10 being the highest score.

Once the responses come back, you’d segment each respondent into one of three groups, based on their rating: Promoters (9 or 10 rating), Passives (7 or 8 rating), and Detractors (0 through 6 rating).

The most popular Net Promoter Score formula is based on the following:

NPS = % of Promoters — % of Detractors

How to calculate Net Promoter Score (NPS) should never be complex or overwhelming to you. Keep reading to discover more.

How to Generate Net Promoter Score Charts (NPS Examples)?

Google Sheets has inbuilt charts you can use to extract answers from your data.

However, you’ll never find a ready-to-use CSAT Score Survey (NPS Detail) Chart in Google Sheets to analyze market sentiments towards your brand. The most viable option available for you is installing a particular third-party add-on (we’ll talk about later) to access ready-made CSAT Score Survey (NPS Detail) Charts.

You don’t need to do away with the Google Sheets in favor of other expensive tools.

We recommend you try the ChartExpo add-on for Google Sheets because of the reasons listed below.

ChartExpo does not require coding or programming skills, unlike other data visualization-based add-ons. More so, it has an ultra-friendly user interface (UI) for everyone to use.

This tool comes pre-loaded with over 50 ready-to-go types of charts and graphs to offset the missing ones in Google Sheets. Use ChartExpo to produce CSAT Score Survey (NPS Detail) Charts that are incredibly easy to read and understand.

How to make a CSAT Score Survey (NPS Detail) Chart in Google Sheets should never be time-consuming. Use ChartExpo to overcome this. You’ll learn more about this cutting-edge tool in the next section.

So, what is ChartExpo?

ChartExpo comes as an add-on for Google Sheets.

Essentially, it turns your Google Sheets into a usable best data visualization tool capable of delivering hidden insights into your data, irrespective of the size or complexity.

The premium CSAT Score Survey (NPS Detail) Chart maker comes with a 7-day free trial period.

The key benefit of ChartExpo is the fact that it produces charts that are easy to read and interpret. More so, it allows you to save charts in the world’s most recognized formats, namely PNG and JPG.

In the coming section, you’ll learn how to calculate Net Promoter Score (NPS) using ChartExpo. You don’t want to miss this.

NPS Example #1

In this section, we’ll measure the Net Promoter Score for the data below using ChartExpo. Also, you’ll see the add-in shows a detailed Net Promoter Score formula in the resulting chart.

Question Rating Responses
How likely is it that you will recommend our product to a friend? 0 332
How likely is it that you will recommend our product to a friend? 1 282
How likely is it that you will recommend our product to a friend? 2 185
How likely is it that you will recommend our product to a friend? 3 305
How likely is it that you will recommend our product to a friend? 4 117
How likely is it that you will recommend our product to a friend? 5 288
How likely is it that you will recommend our product to a friend? 6 483
How likely is it that you will recommend our product to a friend? 7 363
How likely is it that you will recommend our product to a friend? 8 475
How likely is it that you will recommend our product to a friend? 9 963
How likely is it that you will recommend our product to a friend? 10 1615

Install the ChartExpo add-on for Google Sheets from this link and then follow the simple and easy steps below.

  • Open your Google Sheets application and paste the table above.
  • Open the worksheet and click the Extensions
  • Then click Charts, Graphs & Visualizations by ChartExpo
  • Finally, click the Open button in the dropdown, as shown below.
open chartexpo in google sheets
  • Click the Add New Chart button to access your fully stocked library of charts.
add new chart in google sheets
  • Click the Search Box and type “CSAT Score Survey (NPS Detail) Chart”, as shown below.
search csat score survey chart in google sheets
  • Select the sheet holding your data and select the Metrics option. Fill in the numerical numbers (in our scenario, we’ll fill in the ratings and responses).
  • Select the Dimensions button and fill in the dimensional data (in our example, we’ll use questions), as shown below. Finally, click the Create Chart.
create csat score survey chart in google sheets
  • Check out the final chart below.
csat score survey chart

Insights

  • The Net Promoter Score is 11.
  • The detractors account for 37% of employees and customers that participated in the survey.
  • Promoters account for 48% of the employees and customers that participated in the feedback collection exercise.
  • Neutrals account for a meager 15%.

NPS Example #2

Question Rating Responses
To what extent do you agree with the refund policy? 0 445
To what extent do you agree with the refund policy? 1 146
To what extent do you agree with the refund policy? 2 367
To what extent do you agree with the refund policy? 3 268
To what extent do you agree with the refund policy? 4 189
To what extent do you agree with the refund policy? 5 244
To what extent do you agree with the refund policy? 6 489
To what extent do you agree with the refund policy? 7 548
To what extent do you agree with the refund policy? 8 803
To what extent do you agree with the refund policy? 9 1500
To what extent do you agree with the refund policy? 10 1780

Follow the same steps we used in NPS example #1

  • Click the Search Box and type “CSAT Score Survey (NPS Detail) Chart”, as shown below.
search csat score survey chart in google sheets
  • Select the sheet holding your data and click the Create Chart from Selection button.
create csat score survey chart in google sheets
  • Check out the final CSAT Score Survey (NPS Detail) Chart.
csat score survey chart

As you can see from the above process, calculating NPS and creating an NPS chart from NPS survey questions is very easy in both Google Sheets and Microsoft Excel using the ChartExpo add-on.

Video Tutorial: How to make a CSAT Score Survey (NPS Detail) Chart in Google Sheets?

FAQs:

How is the NPS measured?

The Net Promoter Chart is made up of the following components:

  • Promoters
  • Passives
  • Detractors

To measure Net Promoter Score, subtract promoters (people who give your brand and it’s offering a 9 and 10 rating) from detractors (customers who give your brand a score between 0-6).

How do you read the NPS?

The Net Promoter Score is the difference between the percentage of Promoters and Detractors.

Besides, the (NPS) is not expressed as a percentage but as an absolute number between -100 and +100. For instance, if you have 25% Promoters, 55% Passives, and 20% Detractors, the NPS is +5.

Wrap Up

A Net Promoter Score (NPS) is one of the recommended methodologies if your goal is to measure the recommendation of a brand or its offerings by customers.

There’s even a visualization design you can use to display NPS insights, which is called CSAT Score Survey (NPS Detail) Chart.

The aforementioned chart uses a scale of between -100 and +100 to display negative and positive sentiments towards a brand. And this makes it incredibly easy to decode.

Values on the -100 side are red. On the other hand, values on the +100 side are green in color. Also, there are values that are considered neutral.

And this means there’re customers that neither like nor dislike your brand (as you shall see later).

Google Sheets lacks CSAT Score Survey (NPS Detail) Charts.

It turns out there’s a specific add-on you can download and install in your Google Sheets to access ready-to-use made CSAT Score Survey (NPS Detail) Charts.

We suggest you install ChartExpo in your Google Sheets to access a ready-made and visually stunning CSAT Score Survey (NPS Detail) Chart.

ChartExpo comes loaded with a ready-to-use CSAT Score Survey (NPS Detail) Chart and 50+ other ready-to-go visualization designs that are visually stunning and easy to interpret.

How to calculate Net Promoter Score (NPS) should never be a time-consuming task. Use ChartExpo for change.

Sign up for a 7-day free trial today to access visually appealing and insightful made CSAT Score Survey (NPS Detail) Charts in Google Sheets.

Net Promoter, NPS, NPS Prism and many other terms related to NPS are registered trademarks of Bain & Company Inc., Satmetrix Systems Inc., and Fred Reichheld.

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