NET PROMOTER SCORE WORKSHEET
Space Office | Original planning template | 2026-10-27
Guide: https://www.spaceoffice.ai/blog/net-promoter-score

1. SURVEY DEFINITION
Recommendation question and version / standard 0–10 scale:
Relationship or interaction measured / eligible population:
Invitation unit / invitation dates / response window / collection mode:
Unique eligible customers invited / source / permissions:
Changes from previous survey / comparability limitations:

2. RECORD AUDIT
Raw submissions:
Duplicates excluded / chosen retention rule / traceable reason:
Missing or invalid scores excluded / reason:
Other exclusions and test records / rule:
Valid response count = raw submissions minus documented exclusions:
Zero is a valid score. Check eligibility and dates as well as the value.

3. GROUP COUNTS AND FORMULA
Detractors, scores 0–6:
Passives, scores 7–8:
Promoters, scores 9–10:
Check: all three group counts sum to valid responses.
Promoter percentage = 100 x promoters / all valid responses:
Detractor percentage = 100 x detractors / all valid responses:
NPS = promoter percentage minus detractor percentage:
Equivalent: 100 x (promoters - detractors) / all valid responses.
Keep passives in the denominator. With no valid responses, NPS is undefined.
Report the score, counts, cohort, question, window and method together.

4. FICTIONAL WORKED EXAMPLE
200 unique eligible invitations; 55 submissions.
Exclude 3 duplicate and 2 records without a valid score: 50 valid.
10 detractors (20%), 10 passives (20%), 30 promoters (60%).
NPS = 60 - 20 = 40; equivalently 100 x (30 - 10) / 50 = 40.
50 / 200 = 25% valid-score yield in this example;
this is not a universal formal response-rate definition.
At 50 valid responses: passive to promoter adds 2 points;
detractor to promoter adds 4 points, holding everything else constant.
These illustrate arithmetic, not a benchmark, forecast, or customer result.

5. FEEDBACK AND INTERPRETATION
Source record | original comment | reviewed theme | scope / uncertainty
Keep customer words separate from inferred causes.
Check comments across all rating groups, not only detractors.
Compare operational evidence / conflicting evidence / missing context:
Denominator for each segment / small-sample limits:
Comparable previous measure / changes in population, timing or method:
Do not infer causality, retention or future revenue from the score alone.

6. OWNED ACTION
Problem supported by evidence / other explanations:
Next investigation or proposed service change / owner:
Customer contact authorized by / appropriate preferences checked:
Human approval / exact version / review date:
Completion evidence / unresolved questions / next comparable measurement:

7. SPACE OFFICE PACKET
Authorized minimized export, original question, rules and survey context:
Gold: prepare NPS analysis and post-sale follow-through.
Sodium: organize customer-feedback themes and research questions.
Hydrogen: coordinate and review calculations, evidence and proposed action.
Human: verify counting and interpretation; grant needed access;
authorize customer contact and approve service changes.
Missing records or access / reviewer / final decision: