Analyze NPS Survey Data in Google Sheets

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Coursera Project Network
在此免费的指导 项目中,您将:

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.

在面试中展现此实践经验

Clock2 hours
Intermediate中级
Cloud无需下载
Video分屏视频
Comment Dots英语(English)
Laptop仅限桌面

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.

必备条件

Some familiarity with spreadsheet software is helpful, but not required.

您要培养的技能

Survey MethodologyMining Insights from SurveysNet Promoter Score AnalysisLeveraging NPSBusiness Intelligence

分步进行学习

在与您的工作区一起在分屏中播放的视频中,您的授课教师将指导您完成每个步骤:

  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.

指导项目工作原理

您的工作空间就是浏览器中的云桌面,无需下载

在分屏视频中,您的授课教师会为您提供分步指导

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