What Is Net Promoter Score (NPS)?
What is net promoter score? It is a single-question survey metric that asks customers how likely they are to recommend a product or service on a scale of 0 to 10. Scores are classified into Promoters (9–10), Passives (7–8), and Detractors (0–6), and NPS equals the percentage of Promoters minus the percentage of Detractors.
Calculate NPS from your survey export and segment it by customer cohort, product, or support interaction
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Upload your spreadsheet.xlsx .xls .csv — free to try, no accountWhat this export contains
| Response ID |
| Customer ID |
| Score |
| Date |
| Product |
| Plan |
| Segment |
| Comment |
| Region |
| Support Contact |
What usually goes wrong with it
NPS exports mix response scores with open-text comments in one file
Survey exports from Typeform, Delighted, or SurveyMonkey include numeric scores and free-text comments in adjacent columns. Calculating NPS from the numeric column while analyzing themes in the comment column requires handling two data types in one file.
DataMimi Datamimi reads the Score column, classifies each response as Promoter, Passive, or Detractor, and calculates the final figure — all without requiring a helper column setup.
Blended NPS hides which customer segments are driving detractors
A company-wide NPS of 32 looks acceptable until you filter by product line or support contact history and discover that one segment is at -5 while another is at 65 — information that changes where to invest in improvement.
DataMimi It segments NPS by any column in the export — Product, Plan, Region, or Support Contact — so segment-level breakdowns appear alongside the blended total.
NPS trend analysis requires aligning surveys across different send dates
If NPS surveys go out on different schedules for different customer segments, comparing Q1 and Q2 NPS requires normalizing by send date before the trend line is meaningful.
DataMimi Datamimi groups responses by the Date column and calculates NPS per period, making the trend visible without requiring manual date normalization.
Common questions
What is net promoter score as a formula?
NPS = % Promoters (scores 9–10) − % Detractors (scores 0–6). Passives (7–8) are excluded from the calculation. The result ranges from −100 to +100.
What is a good net promoter score?
NPS benchmarks vary by industry. Consumer software averages 30–45; B2B SaaS averages 25–40; retail averages 40–55. Scores above 50 are generally considered excellent; above 70 is world-class.
How often should I run an NPS survey?
Transactional NPS (triggered by a specific event like a support interaction or onboarding) can run continuously. Relationship NPS (measuring overall sentiment) typically runs quarterly or twice a year to avoid survey fatigue.
What does Datamimi cost?
Free: $0/month, 40 credits, no credit card required. Lite: $9/month, 400 credits. Starter: $24/month, 1,500 credits, up to 3 simultaneous files. Pro: $59/month, 5,000 credits with rollover. Team: $199/month, 20,000 credits, 5 users.
Try it with your own file
DataMimi reads the file you actually have — merged cells, headers below row one, totals pasted at the bottom — and shows which rows and columns every number came from.
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