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How to calculate Net Promoter Score (NPS) in Excel and Google Sheets
Excel & Google Sheets
=(COUNTIF(A2:A11,">=9")-COUNTIF(A2:A11,"<=6"))/COUNT(A2:A11)*100✓
Verified example
Computed by a real spreadsheet engine on the sample data below.
| Score |
| 9 |
| 10 |
| 7 |
| 6 |
| 8 |
| 10 |
| 3 |
| 9 |
| 5 |
| 10 |
=(COUNTIF(A2:A11,">=9")-COUNTIF(A2:A11,"<=6"))/COUNT(A2:A11)*100→20
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Step by step
- 1Enter all raw NPS survey responses (0–10 integers) in A2:A11 (10 responses for this example).
- 2In B2 enter the Promoter count: =COUNTIF(A2:A11,">=9"). In B3 enter Detractor count: =COUNTIF(A2:A11,"<=6"). In B4 enter total respondents: =COUNT(A2:A11).
- 3In B5 calculate NPS: =(B2-B3)/B4*100. This gives a number between −100 and +100.
- 4Alternatively, combine into one cell: =(COUNTIF(A2:A11,">=9")-COUNTIF(A2:A11,"<=6"))/COUNT(A2:A11)*100.
- 5Format the NPS cell as Number with 1 decimal place. Scores above 50 are generally considered excellent; above 70 is world-class.
Tips
- Use data validation on the input range to restrict entries to integers 0–10, preventing survey data entry errors that would skew the score.
- Track NPS over time by storing each period's responses in a separate column and computing NPS per column — then chart the trend across columns.
- COUNTIFS is not needed here since the Promoter and Detractor thresholds are mutually exclusive; two COUNTIF calls are sufficient and clearer.
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Frequently asked
Why are scores 7–8 not counted in either group?
Passives (7–8) are satisfied but not enthusiastic — they neither promote nor detract. The NPS methodology intentionally excludes them from the formula to isolate the net advocacy signal.
Should NPS be rounded?
Industry practice typically reports NPS as a whole number (=ROUND(...,0)), but keeping 1 decimal place helps when tracking small movements over time.
How do I calculate NPS for a specific segment (e.g. enterprise customers)?
Add a segment column (B) and use COUNTIFS: =(COUNTIFS(A2:A101,">=9",B2:B101,"Enterprise")-COUNTIFS(A2:A101,"<=6",B2:B101,"Enterprise"))/COUNTIF(B2:B101,"Enterprise")*100.