Ask the 0–10 question
Ask how likely someone is to recommend your product or service. In Google Forms, choose a linear-scale question, set the lower end to 0 and the upper end to 10, and label both ends clearly.
A short, optional follow-up about the reason for the score makes the number more useful. Keep the wording and timing consistent when comparing surveys over time.
Group responses before calculating
Scores of 9–10 are promoters, 7–8 are passives, and 0–6 are detractors. Count all valid responses in the total, including passives. Then subtract the detractor percentage from the promoter percentage.
For example, 60 promoters, 25 passives, and 15 detractors out of 100 responses produce an NPS of 45. The score ranges from −100 to 100.
NPS = 100 × (promoters − detractors) / total valid responsesCalculate it in Google Sheets
Link the form responses to a spreadsheet. If the score column is B and the first answer is on row 2, the formula below calculates NPS from that column. It assumes the column contains only valid numeric 0–10 answers plus blank cells, as produced by the scale question.
Change the column reference to match your sheet. The blank result avoids dividing by zero before the first response, and the not-empty condition keeps blank cells out of the detractor count. Imported or manually edited data needs validation before using this formula.
=IF(COUNT(B2:B)=0,"",100*(COUNTIF(B2:B,">=9")-COUNTIFS(B2:B,"<=6",B2:B,"<>"))/COUNT(B2:B))Read the number with its context
Report the score together with the number of responses, survey period, and audience. A small self-selected group is not necessarily representative of all your customers.
Look at the comments as well as the number. Compare like-for-like audiences and timing before interpreting a change as a product improvement. A score alone does not explain what to do next.
Collecting feedback in person? Publish your survey and turn its responder link into a QR code for a counter sign, receipt, or handout. Test the link while signed out before printing, and use the same invitation method when comparing survey periods.
Start with a real survey template
Youform can collect rating questions and follow-up answers in a form you can customize and share. Start from the example below or browse the survey templates, then choose the analysis workflow that fits your team.
Unlimited forms and responses are available on the free plan within fair-use guidelines. Advanced analytics and custom branding have their own plan boundaries; see pricing before choosing those extras.
See the Youform version.
This is the original live Youform NPS example. Preview its questions in the real product; the landing page does not imitate the survey or its answers.
Build the complete Google Forms NPS flow
- Create a blank form and state what experience or relationship the survey concerns.
- Add the recommendation question as Linear scale, with a minimum of 0 and maximum of 10.
- Label the endpoints so the scale is unambiguous.
- Add an optional paragraph question asking for the main reason behind the score.
- Link responses to Google Sheets and use the validated-score formula above.
Use the same audience, wording, and collection timing when comparing periods. A changed question or a survey sent at a different touchpoint may explain a changed score.
Use an NPS field with score-based follow-ups in Youform
Youform has a dedicated 0–10 NPS field. You can follow it with different questions for promoters, passives, and detractors using logic based on the score.
- Promoters (9–10): “What do you value most?”
- Passives (7–8): “What would make this experience better?”
- Detractors (0–6): “What is the main thing we should improve?”
Keep contact questions optional when they are not necessary, and ask permission before following up. Customize colors and fonts on Free; adding a logo or custom domain requires Pro.
Review the response summary and share a report only when its contents are appropriate for the audience. Open-ended feedback can contain personal details even if the score itself does not.
