How to Calculate a Net Promoter Score (NPS) in Excel

Turn 0–10 survey answers into promoters, detractors and an NPS from −100 to +100 — overall and for one customer segment.

You will learn to

• Calculate the percentage of promoters
• Calculate NPS from promoters and detractors
• Calculate NPS for one segment with COUNTIFS

How it works

Net Promoter Score asks customers how likely they are to recommend you on a 0–10 scale. Scores of 9–10 are promoters, 7–8 passives and 0–6 detractors. NPS = % promoters − % detractors, usually shown as a whole number from −100 to +100: =(COUNTIF(B2:B13,">=9")-COUNTIF(B2:B13,"<=6"))/COUNT(B2:B13)*100.

Passives count in the total but not in either group, so they pull the score toward zero. Break NPS down by segment — plan, region, customer age — with COUNTIFS; a healthy overall score can hide one segment that is deeply unhappy.

=(COUNTIF(B2:B13,">=9")-COUNTIF(B2:B13,"<=6"))/COUNT(B2:B13)*100