NPS Tracking Sheet · Agency World

NPS Tracking Sheet

Two weeks ago I was informed by a new hire the way I was tracking NPS was wrong (this is why you hire employees who are smarter than you 🤣)

I put together this free Google sheet you can copy to track NPS in your agency the right way

https://docs.google.com/spreadsheets/d/1Fei_bpFYLXJPWXj-Bzodjk-FWO9V3RPnHPFG4uvEJXE/edit?usp=sharing

For anyone reading this confused by what NPS means it stand for Net Promoter Score. Very simply a number that tells you how likely your clients are to recommend you to someone else.

On a regular basis you ask your clients how likely they are to recommend you to other people on a scale of 1-10.

I thought all you had to do is collect an average of the responses - this is wrong

NPS is actually a spectrum between -100 and +100.

The process is the same - you ask your clients on a regular basis how likely they are to recommend you to other people on a scale of 1-10

The key difference is the way you deal with responses

Anything from 1-6 is counted as -1 (detractor)

Anything from 7-8 is counted as 0 (neutral)

Anything from 9-10 is counted as +1 (promoter)

From there to calculate your NPS you do % promoters - % of detractors

The Google sheet does it for you automatically 👍

Hope this helps!

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