How likely are you to recommend our company to a friend or colleague? Collect the NPS survey results. Subtract the number of detractors (scores of 0–6) from the number of promoters (scores of 9 and 10). Divide that amount by the total responses. Multiply the final number by 100. Numbe...
Never use NPS as a basis for any form of individual incentivisation. People will always try to ‘game’ the system. The best scores will go to your team members who are best at sweet-talking customers, you’ll miss out on a huge amount of constructive feedback, and lose a reliable me...
In this post we’ll run through how to calculate all of the statistical values you need to understand if the NPS probably has gone down, or up. Or, skip ahead and download myfree Excel NPS Statistics spreadsheetand just use that. Margin of Error for NPS Data Understanding Margin of Error ...
Customers are naturally inclined not to fill out a survey, so any hitch in the process will be enough for them to throw their hands up and say, “Forget it.” Your NPS survey’s UI needs to be totally seamless if you want anyone to complete it. Think about it this way. According to...
COUNTIF(B:B,”<=40″): Similarly, this function counts the instances less than or equal to 40 in column B, yielding a count of 4 for this cell. COUNT(B:B): The COUNT function enumerates the total entities in column B, which amounts to 50 in this context. ((COUNTIF(B:B,”>=...
It’s a given that not all feedback you collect amounts to something. You must learn to tune out the irrelevant and unconstructive feedback to focus on the one that matters. It’s about filtering out the gunk from the gold, and a good CFM tool with advanced analytics can facilitate the...
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They are unhappy with the product or service and are likely to discourage others from using it. The NPS scale. Source: Team Support To find out more about NPS basics, including how to calculate your score and send the NPS survey, check out our blog posts: Net Promoter Score: What Is ...
We show you how to quantify resume achievements in 2025 and give examples of the types of accomplishments you can highlight with hard numbers.
Employee productivity, or Overall Labor Effectiveness (OLE), is usually calculated by dividing total sales by the number of employees. However, a fuller picture also considers the hours your employees are actively working and the amount of quality products they produce during that time. Our OLE vi...