Best NPS Survey Tool to Analyze Data in Few Clicks

Let me share the story of Bob, who struggled to improve his company’s NPS score. Bob was pouring over mountains of feedback, but he couldn’t pinpoint the root cause of customer dissatisfaction. That was until he discovered the NPS survey tool.

He identified the issues that triggered his customers to give low scores. He implemented changes based on the feedback he received. Consequently, his company’s NPS score increased by 20 points in just one quarter.

Bob was thrilled with the results. Moreover, his team was even more motivated to continue improving customer satisfaction.

Are you tired of playing the guessing game with your customers’ satisfaction levels? Do you want to know who your loyal customers are and who needs extra love?

Leave the detective work to the NPS survey tool and get the relevant insights. This nifty tool will help you pinpoint your top supporters and potential detractors.

In this guide, we’ll cover the following:

1. What Is a Net Promoter Score (NPS)?
2. What Is a Good NPS?
3. Best Tool to Create NPS Survey
4. How to Conduct NPS Surveys?
5. Best Tool to Analyze NPS Survey Data
6. Wrap Up

What Is a Net Promoter Score (NPS)?

Are your customers singing your praises or spreading negative feedback? NPS is the magic trick that will reveal all.

An NPS score is a customer loyalty metric. It is based on the question: “How likely will you recommend our product or service to others?”

Customers respond on a scale of 0-10. Then they are categorized according to their responses as follows;

• Detractors (0-6).
• Passives (7-8).
• Promoters (9-10).

To calculate your NPS score, subtract the percentage of detractors from the percentage of promoters.

A high NPS score indicates that you have a loyal customer base. Your customers are likely to bring in new customers through word-of-mouth recommendations. A low NPS score indicates a necessity to improve your customer experience.

But what score should make you feel like you’ve won the lottery?

What Is a Good NPS?

A good NPS score is typically considered to be anything above 0. This indicates that there are more promoters than detractors. Scores above 20 are favorable, above 50 are excellent, and above 80 are world-class.

The NPS benchmarking process varies across industries. The success rate must therefore be determined by comparing scores with companies in the same industry. Higher NPS scores are typical of businesses with a customer-centric strategy.

Best Tool to Create NPS Survey

Looking for the perfect tool to create your NPS survey?

Look no further than Google Forms. Not only is it free, but using it doesn’t require a degree in rocket science. With its user-friendly interface, you’ll collect feedback faster than you can say “net promoter score.”

Here are the benefits of using Google Forms;

• Ease of use: Google Forms is easy to use and requires no programming or technical skills.
• Cost-effectiveness: Google Forms is free, making it an affordable option for small businesses and individuals.
• Seamless data collection and analysis: Google Forms automatically collects, and compiles survey data in real time, making data analysis easy.
• Real-time sharing: Google Forms allows sharing surveys with hundreds of people in real-time, facilitating quick and efficient responses.
• Customizable design: Google Forms offers a variety of customizations, including fonts, colors, and images, to create visually appealing surveys.
• Accessibility: Google Forms can be accessed from any device with internet access. Therefore, you can distribute surveys to a broad audience.
• Integration with other Google tools: You can integrate Google Forms with tools such as Google Sheets and Google Drive to streamline data management.

How to Conduct NPS Surveys?

Let’s say you want to know how customers recognize and consider your service. You want to get feedback through the NPS survey question below.

• How likely are you to recommend our service to a friend or colleague?

You want to use the responses below.

1. Promoters (9 – 10)
2. Passives (7 – 8)
3. Detractors (0 – 6)

How do you go about this?

Use Google Forms to create your survey.

1. • Write your question under the “Untitled Question” field. To add options, write on “Option 1”, and for more options, click “Add option”.
   • Click the Send button to share the form with your intended audience.

1. • Once you have received all the responses, click the three vertical dots next to “Link to Sheets”.

1. • This will open a dropdown menu with the option to download your responses as a CSV file.

Best Tool to Analyze NPS Survey Data

The next step, after compiling NPS survey data, is analysis. The CSAT Score Survey Chart is the best tool for this analysis.

Why CSAT Score Survey Chart?

The CSAT Score Survey Chart is designed explicitly for NPS survey data analysis. It allows you to calculate your NPS score and visualize it over time.

How do you create the CSAT Score Survey Chart in Excel?

This is where ChartExpo for Excel comes in handy.

ChartExpo is a data visualization tool that allows you to create interactive charts and graphs. With ChartExpo, you can create a CSAT Score Survey Chart that displays your NPS score over time. Furthermore, you can create other visualizations that show other customer satisfaction metrics.

Benefits of Using ChartExpo

• With ChartExpo, you don’t need coding skills to create insightful charts and graphs. Its user-friendly interface allows you to effortlessly turn your survey data into meaningful visualizations.
• ChartExpo provides abundant customization features, allowing you to create unique visualizations. You can tailor every detail, from hues to typography, to match your brand or personal preferences.
• ChartExpo’s $10 monthly plan makes it accessible to small businesses, startups, and solo creators.

How to Install ChartExpo in Excel?

1. Open your Excel application.
2. Open the worksheet and click the “Insert” menu.
3. You’ll see “My Apps”.
4. In the office Add-ins window, click “Store” and search for ChartExpo on my Apps Store.
5. Click the “Add” button to install ChartExpo in your Excel.

ChartExpo charts and graphs are available both in Google Sheets and Microsoft Excel. Please use the following CTA’s to install the tool of your choice and create beautiful visualizations in a few clicks in your favorite tool.

Let’s say your survey yields the results table below.

Question	Rating	Responses
How likely are you to recommend our service to a friend or colleague?	0	62
How likely are you to recommend our service to a friend or colleague?	1	70
How likely are you to recommend our service to a friend or colleague?	2	34
How likely are you to recommend our service to a friend or colleague?	3	97
How likely are you to recommend our service to a friend or colleague?	4	46
How likely are you to recommend our service to a friend or colleague?	5	72
How likely are you to recommend our service to a friend or colleague?	6	62
How likely are you to recommend our service to a friend or colleague?	7	148
How likely are you to recommend our service to a friend or colleague?	8	189
How likely are you to recommend our service to a friend or colleague?	9	555
How likely are you to recommend our service to a friend or colleague?	10	447

Follow through as I show you how to turn this data into a meaningful visualization with ChartExpo.

1. • To get started with ChartExpo, install ChartExpo in Excel.
   • Navigate to the INSERT menu and select My Apps.

1. • Select ChartExpo and click the “Insert” button.

1. • Once it loads, choose the “CSAT Score Survey Chart” from the charts list.

1. • Select the data from the sheet and click the “Create Chart From Selection” button.

1. • ChartExpo will produce the visualization below for you.

1. • The default setting for the CSAT Score Survey Chart includes Grid Lines. Click the “Settings” button on the top bar to remove them.
   • Adjust the Opacity setting to 0 in the Chart Settings property window.
   • Click the “Apply” button to remove the Grid Lines.

1. • Your final chart will resemble the one shown below.

Insights

• 56% of customers express willingness to recommend your services
• 25% state that they would not promote your services.
• 19% remain neutral, indicating they neither support nor oppose recommending your services.
• Your NPS Score, by subtracting detractors from promoters, is 31.

FAQs:

What is NPS on a survey?

NPS is referred to as Net Promoter Score. It is a metric used in surveys to gauge consumer loyalty. It establishes whether customers will recommend your product or service to a friend or colleague.

What is an NPS tool?

The Net Promoter Score (NPS) tool is a loyalty indicator used in customer service. It allows teams to take action based on immediate feedback and monitor their progress over time.

Can NPS be negative?

Yes, NPS can be negative. You calculate the NPS score by subtracting the percentage of detractors from the percentage of promoters. If the percentage of detractors is higher than promoters’, then the NPS will be negative.

What is the best tool to analyze NPS survey data?

ChartExpo is the best tool for analyzing NPS survey data. With ChartExpo, you can achieve the following;

• Visualize and analyze survey results.
• Identify areas necessitating improvements.
• Create plans to win over more customers.

Wrap Up

You can use the NPS survey tool to assess customer satisfaction. This research-based tool can assist you in increasing customer engagement and loyalty. It will also provide you with greater insight into your consumer base. Thus, enabling you to identify prospective detractors and promoters.

A high NPS score can be essential to a strong brand strategy. It can boost brand loyalty and improve customer satisfaction and word-of-mouth recommendations.

How do you create a scale that conveys the strength of your company’s client relationship?

Fortunately, there’s an easy solution – Google Forms.

It’s free, intuitive, and simple to use, and it streamlines data collection and analysis.

Your NPS survey data can yield impressive results with proper analysis methods. Then you can choose how to enhance the customer service you provide wisely.

Create a visual representation of your NPS survey results once you’ve collected them. This will assist you in making sense of your data and recognizing trends.

This can best be done with ChartExpo for Excel. It requires little effort to create meaningful visualizations.