This page is obsolete. It is being retained for archival purposes. It may document extensions or features that are obsolete and/or no longer supported. Do not rely on the information here being up-to-date.
Make a working copy of the surveyEdit
Once the survey is closed, copy the responses doc. This will keep the original safe for reference and allows for formatting and movement of data as needed.
The example spreadsheet below shows all the calculations you will need to make:
Break down the responses by Detractors, Passives, and Promoters.Edit
- 0 - 6: Detractors
- 7 – 8: Passives
- 9 - 10: Promoters
Copy the column to another sheet (tab), OR pull each value in with a formula like:
='Form Responses 1'!ab4
Count the number of Detractors and Promotors.Edit
This can be done with formulas like:
=countifs(A:A, ">8", A:A, "<11")
Convert to percentagesEdit
Divide each group count by the total number of survey responses (including Detractors, Passives, and Promoters).
Calculate Net PromotionEdit
Subtract the Detractor percentage from the Promoter Percentage; this is the NPS score.
Note: the final number is not shown as a decimal or percentage. I.e. 0.2 or 20% should be displayed as 20.
Suppose there are five responses: 3, 7, 8, 9, 10. The Detractor count is 1; the Detractor percentage is 20%. The Promoter count is 2; the Promoter percentage is 40%. The NPS is 20.
Identify themes from Open Ended AnswersEdit
- Themes can be used to suggest areas to formulate open-ended questions in future CSATs
- Make a new tab in the spreadsheet for Themes.
- Copy the questions, which are column headings in the Form Responses tab, to the Themes tab as row headings.
- For each question, read all of the answers and identify one to three common ideas in the answers.
- Paraphrase the ideas as themes in the themes tab. Include some quantitative indication of how common the themes are, such as "more than half of respondents felt" or "One respondant said".
- Identify any themes across multiple questions.
Pull out Representative QuotationsEdit
- Make a new tab in the spreadsheet for quotations
- For each of the key themes, find one to two quotations that illustrate the key theme and add them to the Quotations tab.
- Trim quotations to be as short as possible without changing the spirit or meaning of the original.
- Indicate which theme each quotation illustrates in the second column.
Wrap it up!Edit
- Let the rest of TPG know that the results are in and calculated by sending an email to email@example.com
- Include high-level results (NPS, other interesting results) and links to relevant materials