Analyze NPS Survey Data in Google Sheets from Coursera

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.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Develops skills to translate customer experience data into actionable customer-loyalty insights

Taught by Tricia Bagley, who is recognized for their work in customer experience

Examines Net Promoter Score metric, which is a highly relevant customer loyalty measurement

Teaches skills for analyzing customer experience survey data

Provides hands-on practice with data analysis and visualization tools in Google Sheets

Suitable for learners based in North America only

Reviews summary

Nps course: practical and helpful

The 'Analyze NPS Survey Data in Google Sheets' course provides a beginner-friendly introduction to Net Promoter Score (NPS) analysis. With a practical approach, this course covers the fundamentals of NPS and its application in Google Sheets. However, it may not be suitable for experienced professionals seeking advanced knowledge.

Suitable for beginners in NPS

"beginner (not intermediate)"

Applies NPS analysis in practice

"It's a very short and easy way to understand NPS and how to calculate it."

May not meet advanced needs

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Analyze NPS Survey Data in Google Sheets with these activities:

Practice Descriptive Statistics

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Review the basics of descriptive statistics to ensure you have a strong foundation for the course.

Browse courses on Descriptive Statistics

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Review notes or textbook on measures of central tendency and variability.
Complete practice problems on calculating mean, median, mode, range, and standard deviation.

Customer Service Experience Volunteer

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Gain practical experience in customer service and NPS collection through volunteering.

Browse courses on Customer Experience

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Identify a local organization that provides customer service.
Volunteer for a specific customer service role.
Interact with customers and collect NPS feedback.
Observe and learn best practices in customer service.

Refresher on Correlation and Regression

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Refresh your understanding of correlation and regression analysis to ensure a strong foundation for this course.

Browse courses on Correlation

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Review course materials on correlation and regression.
Complete practice problems on correlation and regression.
Quiz yourself on key concepts of correlation and regression.

Five other activities

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Learn Advanced Excel Functions

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Become proficient in using advanced Excel functions to analyze and visualize data.

Browse courses on Excel Functions

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Identify the advanced functions you need to learn, such as VLOOKUP, INDEX, MATCH, and SUMIFS.
Find online tutorials or courses that cover these functions.
Follow the tutorials and practice using the functions in Excel.

NPS Calculation Exercises

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Practice calculating NPS to enhance your understanding and improve accuracy.

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Solve a variety of NPS calculation problems.
Analyze real-world NPS data and calculate NPS.
Compare NPS results and draw insights.

The Effortless Experience

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Read a book that provides practical insights into customer experience management and NPS.

View The Effortless Experience: Conquering the New... on Amazon

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Read key chapters on NPS and customer loyalty.
Summarize key concepts and best practices.
Apply insights to your own understanding of NPS.

NPS Measurement and Analysis Workshop

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Attend a workshop that provides hands-on training in NPS measurement and analysis.

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Register for a workshop on NPS measurement and analysis.
Attend the workshop and actively participate.
Apply the knowledge gained to your own NPS initiatives.

Customer Experience Survey Design

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Create a customer experience survey to gain hands-on experience in collecting NPS data.

Browse courses on Survey Design

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Identify survey goals and target audience.
Draft survey questions that capture NPS.
Design the survey layout and user interface.
Pilot test the survey and gather feedback.
Refine and finalize the survey design.

Career center

Learners who complete Analyze NPS Survey Data in Google Sheets will develop knowledge and skills that may be useful to these careers:

Customer Success Manager

Customer Success Managers are responsible for building relationships with customers and ensuring that they are satisfied with their products or services. This course, Analyze NPS Survey Data in Google Sheets, can help Customer Success Managers develop the skills they need to analyze customer experience data and make recommendations for improving customer satisfaction. The course covers topics such as how to calculate NPS, how to identify trends in NPS data, and how to create visualizations to communicate findings to stakeholders.

See salaries and explore the career path for Customer Success Manager

Data Analyst

Data Analysts are responsible for collecting, cleaning, and analyzing data to help businesses make informed decisions. This course, Analyze NPS Survey Data in Google Sheets, can help Data Analysts develop the skills they need to analyze customer experience data and make recommendations for improving customer satisfaction. The course covers topics such as how to calculate NPS, how to identify trends in NPS data, and how to create visualizations to communicate findings to stakeholders.

See salaries and explore the career path for Data Analyst

Market Research Analyst

Market Research Analysts collect and analyze data to understand customer needs and preferences. This course, Analyze NPS Survey Data in Google Sheets, can help Market Research Analysts develop the skills they need to analyze customer experience data and make recommendations for improving customer satisfaction. The course covers topics such as how to calculate NPS, how to identify trends in NPS data, and how to create visualizations to communicate findings to stakeholders.

See salaries and explore the career path for Market Research Analyst

Marketing Manager

Marketing Managers are responsible for developing and executing marketing campaigns. This course, Analyze NPS Survey Data in Google Sheets, can help Marketing Managers develop the skills they need to collect and analyze customer feedback and make decisions about how to improve their marketing campaigns. The course covers topics such as how to calculate NPS, how to identify trends in NPS data, and how to create visualizations to communicate findings to stakeholders.

See salaries and explore the career path for Marketing Manager

Business Analyst

Business Analysts are responsible for analyzing business processes and making recommendations for improvement. This course, Analyze NPS Survey Data in Google Sheets, can help Business Analysts develop the skills they need to collect and analyze customer experience data and make recommendations for improving business processes. The course covers topics such as how to calculate NPS, how to identify trends in NPS data, and how to create visualizations to communicate findings to stakeholders.

See salaries and explore the career path for Business Analyst

Product Manager

Product Managers are responsible for developing and managing products. This course, Analyze NPS Survey Data in Google Sheets, can help Product Managers develop the skills they need to collect and analyze customer feedback and make decisions about how to improve their products. The course covers topics such as how to calculate NPS, how to identify trends in NPS data, and how to create visualizations to communicate findings to stakeholders.

See salaries and explore the career path for Product Manager

Statistician

Statisticians collect and analyze data to make inferences about populations. This course, Analyze NPS Survey Data in Google Sheets, can help Statisticians develop the skills they need to analyze customer experience data and make recommendations for improving customer satisfaction. The course covers topics such as how to calculate NPS, how to identify trends in NPS data, and how to create visualizations to communicate findings to stakeholders.

See salaries and explore the career path for Statistician

Operations Manager

Operations Managers are responsible for planning and overseeing the day-to-day operations of a business. This course, Analyze NPS Survey Data in Google Sheets, can help Operations Managers develop the skills they need to collect and analyze customer experience data and make recommendations for improving business operations. The course covers topics such as how to calculate NPS, how to identify trends in NPS data, and how to create visualizations to communicate findings to stakeholders.

See salaries and explore the career path for Operations Manager

Consultant

Consultants provide advice to businesses on how to improve their operations. This course, Analyze NPS Survey Data in Google Sheets, can help Consultants develop the skills they need to collect and analyze customer experience data and make recommendations for improving business operations. The course covers topics such as how to calculate NPS, how to identify trends in NPS data, and how to create visualizations to communicate findings to stakeholders.

See salaries and explore the career path for Consultant

Data Scientist

Data Scientists are responsible for developing and applying statistical models to data to solve business problems. This course, Analyze NPS Survey Data in Google Sheets, can help Data Scientists develop the skills they need to analyze customer experience data and make recommendations for improving customer satisfaction. The course covers topics such as how to calculate NPS, how to identify trends in NPS data, and how to create visualizations to communicate findings to stakeholders.

See salaries and explore the career path for Data Scientist

Project Manager

Project Managers are responsible for planning, executing, and closing projects. This course, Analyze NPS Survey Data in Google Sheets, can help Project Managers develop the skills they need to collect and analyze customer experience data and make recommendations for improving project outcomes. The course covers topics such as how to calculate NPS, how to identify trends in NPS data, and how to create visualizations to communicate findings to stakeholders.

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Web Analyst

Web Analysts collect and analyze data about website traffic to improve website performance. This course, Analyze NPS Survey Data in Google Sheets, can help Web Analysts develop the skills they need to collect and analyze customer experience data and make recommendations for improving website performance. The course covers topics such as how to calculate NPS, how to identify trends in NPS data, and how to create visualizations to communicate findings to stakeholders.

See salaries and explore the career path for Web Analyst

Software Engineer

Software Engineers design, develop, and maintain software systems. This course, Analyze NPS Survey Data in Google Sheets, can help Software Engineers develop the skills they need to collect and analyze customer experience data and make recommendations for improving software products. The course covers topics such as how to calculate NPS, how to identify trends in NPS data, and how to create visualizations to communicate findings to stakeholders.

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Data Entry Clerk

Data Entry Clerks input data into computer systems. This course, Analyze NPS Survey Data in Google Sheets, can help Data Entry Clerks develop the skills they need to enter customer experience data into a spreadsheet and make recommendations for improving data quality. The course covers topics such as how to calculate NPS, how to identify trends in NPS data, and how to create visualizations to communicate findings to stakeholders.

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Administrative Assistant

Administrative Assistants provide administrative and clerical support to businesses. This course, Analyze NPS Survey Data in Google Sheets, can help Administrative Assistants develop the skills they need to assist in the collection and analysis of customer experience data. The course covers topics such as how to calculate NPS, how to identify trends in NPS data, and how to create visualizations to communicate findings to stakeholders.

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