Analyze NPS Survey Data in Google Sheets

Offered By
Coursera Project Network
In this Guided Project, you will:

Examine the NPS calculation and the how it measures promotion and loyalty.

Conduct a Net Promoter Score Analysis.

Report NPS results with a visualization, identify insights, and consider next steps.

Clock2 hours
IntermediateIntermediate
CloudNo download needed
VideoSplit-screen video
Comment DotsEnglish
LaptopDesktop only

What if there was a metric that could drive insights into how to keep customers and translate their loyalty into positive word-of-mouth? Of course, we’d leverage that metric to mine insights from customer experience survey data. In this project, you will explore the metric that offers these actionable insights, Net Promoter Score or NPS is the customer experience metric that reports the state of customer loyalty and whether-or-not they will naturally act as a brand ambassador. Net Promoter Score metrics are collected in all environments from the business location to the web. They are also collected in a variety of frequencies. Transactional NPS occurs immediately following a service or product purchase and relational NPS is measured less frequently capturing the customer’s overall brand perception. You will examine the NPS metric in this project by conducting a Net Promoter Score analysis and creating a visualization to quickly report your findings in Google Sheets. By the end of this project, you will be able to confidently analyze Net Promoter Score survey data and report your findings to a professional audience using any spreadsheet software. Note: This course works best for learners who are based in the North America region. We’re currently working on providing the same experience in other regions.

Skills you will develop

Survey MethodologyMining Insights from SurveysNet Promoter Score AnalysisLeveraging NPSBusiness Intelligence

Learn step-by-step

In a video that plays in a split-screen with your work area, your instructor will walk you through these steps:

  1. Identify customer experience metrics and the future customer behaviors NPS metrics suggest.

  2. Calculate NPS with its trademarked formula.

  3. Identify use cases for collection of NPS data and tactics to attain the best response rate.

  4. Access Google Sheets, import survey data, and analyze NPS.

  5. Create a Net Promoter Score visualization and report the NPS metric.

How Guided Projects work

Your workspace is a cloud desktop right in your browser, no download required

In a split-screen video, your instructor guides you step-by-step

Frequently asked questions

Frequently Asked Questions

More questions? Visit the Learner Help Center.