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To calculate the Net Promoter Score (NPS), follow these steps:
1. Enter all of the survey responses into a spreadsheet (Excel or Google Sheets).
2. Break down the responses by customer category: Detractors, Passives, and Promoters.
3. Add up the total responses from each category.
4. To get the percentage, take the category total and divide it by the total number of survey responses.
5. Subtract the percentage total of Detractors from the percentage total of Promoters. The result is your Net Promoter Score.
Question was asked on:
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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The Net Promoter Score (NPS) is the defacto KPI for any product that is customer-centric. Your NPS can make your Kano Diagram more accurate. Save hour...
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