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A company or business cannot develop without its customers. A business needs to focus on its customer’s needs and preferences to increase its sales revenue.
Most companies that focus on customer experience grow financially more than their competitors. Customers are the heartbeat of your business’s success.
The question is, how do you measure customer experience? You guessed right by use of a Net Promoter Score. It uses scientific techniques to determine customer aspects such as loyalty and behavior. This technique can help your business grow more customers and retain loyal ones.
Your business needs to visualize customer behavior data. It can help improve customer relations and satisfaction.
The good news is that you can visualize such data using an NPS Chart in Excel. You can accomplish this by use of a third-party add-in.
Let’s delve in deeper to know more about the NPS Chart.
Definition: An NPS Chart is a scale marketer’s use to measure customer experience in businesses and companies. Customer experience has a direct impact on business growth and development.
These KPIs have impacted the business world and have assisted marketers in knowing where their business stands. The NPS Chart is also essential for businesses as they can determine where they are with their competitors.
An NPS scale ranges from -100 to +100. When your business service or product has a high positive score, the customer experience is positive. In contrast, when the product or service has a low score, the customer experience is negative.
With such a scale, you can change your business situation by making the necessary changes.
One fact about the Net promoter score visualization is that Fred Reichheld created the scale in 2003. With time, many companies have adopted this scale to benchmark their customer experience.
The NPS visualization is an easy-to-read scale. You have to answer a simple question on a scale of 0-10. A question such as, “How would you rate friendliness of teaching staff?”
We hope you are following us so far. The question is, how do we create an NPS Chart in Excel? Let’s find out in the next section.
To deepen our understanding, let us use a practical example of creating a Net Promoter Score graph in Excel.
Assume you own a friendliness of teaching staff. Your goal is to know if your existing customers recommend your friendliness of teaching staff to their students. You have collected their feedback and recorded them in a table.
What is left of you is choosing the exemplary charts and graphs for your data.
How do you go about it?
This is where a third-party add-in called ChartExpo comes in. This Excel add-in can help us with an NPS Chart template we will use for our data.
We will use an NPS Chart in Excel called CSAT Score Survey Chart. Below is an example of a table for our data.
| Questions | Scales | Responses |
| How would you rate friendliness of teaching staff? | 0 | 31 |
| How would you rate friendliness of teaching staff? | 1 | 67 |
| How would you rate friendliness of teaching staff? | 2 | 63 |
| How would you rate friendliness of teaching staff? | 3 | 80 |
| How would you rate friendliness of teaching staff? | 4 | 86 |
| How would you rate friendliness of teaching staff? | 5 | 74 |
| How would you rate friendliness of teaching staff? | 6 | 19 |
| How would you rate friendliness of teaching staff? | 7 | 81 |
| How would you rate friendliness of teaching staff? | 8 | 87 |
| How would you rate friendliness of teaching staff? | 9 | 263 |
| How would you rate friendliness of teaching staff? | 10 | 504 |
To get started with ChartExpo in Excel, follow the steps below:
Select your data from the table and click on Create Chart from Selection.
Your CSAT Score Survey Chart will appear as shown below.
Your NPS graph in Excel shows your friendliness of teaching staff score is 26. This chart groups respondents into various categories as follows:
Subtracting the Detractors’ percentage from the Promoters’ percentage contributes to the Net Promoter Score. Your final score is 26.
The score ranges from -100 (if every customer is a Detractor) to +100 (if every customer is a Promoter).
In essence, you can solve the NPS Score with this formula:
NPS Score = % of Promoters — % of Detractors
As a business owner, it is essential to have good communication skills. They go a long way to building customer trust.
Good communication skills mean your NPS score will be significantly positive. An NPS Chart in Excel can also help you upgrade your customer feedback skills if you previously could have performed better. This strategy allows you to retain loyal customers and gain new ones.
When you own a business, it is essential to have customer reviews regularly. Your focus should center on your customers’ needs.
When you run an NPS survey, it means you intend to improve your customers’ satisfaction. When customers give you positive feedback about your products and services, it becomes good music to your ears. Nothing can limit your business from growing.
As a business owner, you can generate survey questions your customers can answer. Your survey questions can be open-ended questions or multiple-choice questions.
Your customers will fill in their feedback, and then you can feed them to survey analysis software. The feedback will help you understand where your business stands with your customers. Customer service analytics can help you improve your relationship with your customers.
An NPS Chart in Excel can help you identify the customers who promote your business to other customers. An NPS survey can ask customers if they recommend your company to others.
By identifying such promoters, you can offer discounts to them on your products and services. In turn, they can positively publicize your business services on their social media to other potential customers.
In any business, some customers are unhappy with your services. They are called detractors. When you conduct your NPS survey, such customers will always indicate a lower score of about 0-6.
When you improve on a specific service, customers will always find faults in your business. An NPS survey will help you identify detractors so that you can find out the reasons why they are unhappy with your services.
Detractors can ruin your brand reputation by giving negative reviews. You cannot afford to ruin your business because of negative reviews.
In the coming section we will discuss What is a Good NPS score?
Every NPS score must have a high, medium, and low level. As a business owner, it is essential that you consider the score by taking time with your customers. This is because many customers need more time to give their feedback.
Let’s assume your score is 0. That indicates you have much responsibility to do to improve customer experience. It means almost all customers are detractors of your business.
If your NPS score is between 0 to 30, it means there is room for improvement in your business. It would be best if you had more promoters to improve customer experience.
If your score is between 30-70, it indicates your business is doing well in customer experience. Most of your customers are promoters and are happy with your services.
An NPS Score of above 70 is a world-class score. You are at your highest customer satisfaction level.
In essence, a good NPS Score is above 30. A score above 70 means your business understands how to center on customers’ needs and thoughts.
When visualizing your data, an NPS Chart in Excel provides an easy phenomenon such as -100 to +100.
There are various ways you can visualize NPS scores. It will depend on the aspects you want to emphasize in your data. You can understand the elements that work well in your business and those that don’t.
Visualization of NPS scores helps you to know the percentage of promoters and detractors in your business. This composition gives the final score of your business.
Visualizing NPS can help you focus on customers’ concerns more deeply. If most customers are unsatisfied with a particular product or service, you will focus on improving such specifics.
The formula for NPS looks like this: Net Promoter Score = (Number of Promoter Scores x 100 / Total Number of Respondents) – (Number of Detractor Scores x 100 / Total Number of Respondents)
The Net Promoter Score approach is intended to determine a consumer’s propensity to promote a business to others, going beyond just gauging their level
Let’s recap what we have discussed so far.
We have examined the Net Promoter Score and why it is crucial for your business development. You can use it to measure customer experience.
We have seen that most companies globally use this tool to improve their performance. This can be through proper service delivery to ensure customers are satisfied.
It is essential to note that there is no overnight success.
You can regularly conduct NPS surveys in your business to ensure you get customer feedback.
We have learned how to create an NPS Chart in Excel using simple steps. With the help of ChartExpo, we could visualize using Net promoter score charts or graphs in Excel.
With this blog as your guide, you can try it now.
Start a 7-day free trial with ChartExpo and access an NPS Chart to visualize your customer experience level.
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