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HOW TO CALCULATE THE NET PROMOTER SCORE (NPS) IN EXCEL

Critic Passive Promoter Category Score Description
Detractors 1 – 6 This group represents dissatisfied customers who are unlikely to buy from you again. Detractors can discourage consumers from purchasing from your company, which is why it is important to pay special attention to this category

Critics Critics Critics Critics Critics Critics Passive Passive Supporters Supporters
Category 1 2 3 4 5 6 7 8 9 10
Number 43 32 41 34 23 2 35 28 141 121 Passive 7 – 8 This group represents customers who had no problem with their customer experience, but were not impressed enough to become a promoter
Percentage 9% 6% 8% 7% 5% 0% 7% 6% 28% 24%
35% 13% 52%

Promoters 9 – 10 You win in this category because you have a high percentage of promoters who recommend your business to consumers.
NPS = % of supporters (ie 9s and 10s) – % of detractors (ie 1s to 6s)

Net Promoter Score = 17%

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What is the 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?

The Net Promoter Score (NPS) is a metric used to measure customer loyalty, satisfaction and enthusiasm for a company. It is determined by asking customers the following question: "On a scale of 0 to 10, how likely are you to recommend this product/company to a friend or colleague?" Aggregated NPS scores help companies improve…

The NPS calculation
Calculate your NPS by answering a key question on a scale of 0 to 10: How likely are you to recommend [brand] to a friend or colleague?

The respondents are grouped as follows:

Promoters (score 9-10) are loyal enthusiasts who continue to buy and recommend to others, thus promoting growth.
Passive (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitor offers.
Detractors (score 0–6) are dissatisfied customers who can harm your brand and hinder growth through negative word of mouth.

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