Question
Common challenges in applying the Net Promoter Score (NPS) include: difficulty in interpreting the score, lack of actionable data, and overemphasis on the score itself rather than underlying issues. These can be overcome by: providing clear guidelines on how to interpret the NPS, ensuring that the NPS survey includes open-ended questions to gather qualitative data, and focusing on understanding and addressing the root causes of customer dissatisfaction rather than just improving the score.
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Enter all of the survey responses into a spreadsheet (Excel or Google Sheets) Break down the responses by customer category: Detractors, Passives and Promoters Add up the total responses from each category To get the percentage, take the category total and divide it by the total number of survey responses Subtract the percentage total of Detractors from the percentage total of Promoters and get your Net Promoter Score
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