NPS Survey & Analysis Template
A complete NPS (Net Promoter Score) survey and analysis Excel workbook. Captures survey responses, calculates NPS automatically, segments promoters/passives/detractors, and visualizes trends over time.
What’s inside
- Automatic NPS calculation and segmentation
- Trend analysis and verbatim response categorization
- Blank Template + Filled Example
About this download
The NPS Survey & Analysis Template is a complete Excel workbook for running, calculating and analysing Net Promoter Score surveys. NPS remains the most widely used single-number customer loyalty metric in the world because it is simple to ask, simple to calculate and — when used rigorously — deeply correlated with growth. But many organisations collect NPS data that they never meaningfully analyse; this workbook closes that gap.
The workbook includes a response-capture sheet (one row per respondent with score, free-text comment, segment tags, date, survey channel and any custom fields), an automatic NPS calculation (% promoters minus % detractors), auto-segmentation into promoters (9–10), passives (7–8) and detractors (0–6), a trend chart showing NPS movement over time, by-segment breakdowns (plan tier, tenure, region, product line), a verbatim-categorisation tool for clustering free-text feedback into recurring themes, a closed-loop tracker for every detractor response (so no unhappy customer slips through without follow-up), a benchmarking sheet with public industry NPS ranges and a dashboard that presents the story in a single leadership-ready view.
This template is used by Heads of Customer Experience, customer success leaders, product managers, marketing leaders, CFOs looking at customer-economics drivers and CEOs who want a simple pulse on customer sentiment. It is appropriate for B2B SaaS, e-commerce, financial services, healthcare, professional services, non-profits and any organisation with a direct customer relationship.
NPS works when it is operationalised, not just measured. Close the loop on every detractor within five working days, thank every promoter and ask for a referral or review, share the verbatim feedback with product and engineering teams, segment scores finely enough to see real patterns (an overall NPS of 40 can hide an enterprise segment at 70 and an SMB segment at 10), and compare relational NPS (twice a year, whole-relationship survey) with transactional NPS (after specific interactions) rather than treating them as the same thing.
The filled example inside the download includes 200+ realistic responses across multiple segments, a full year of monthly NPS tracking, a verbatim analysis with three clear recurring themes and a follow-up plan for detractors that actually gets executed.
Inside Vizually, NPS-driven improvement initiatives become tracked cards on the relevant team boards with owners, deadlines and expected impact on loyalty metrics — so customer feedback turns into measurable product and experience change.