WORK BOOK 11

NET PROMOTERSCORE (NPS)

ACTIVITY 1
A company surveyed 1000 customers and their responses a are split as follows :
Detractors: 200 Passives: 200 Promoters: 600
Calculate NPS

ACTIVITY 2
Detractors Passives Promoters
1000 7000 2000

ARPU Rs 1,60,000 Rs 18,34,000 Rs8,60,000

Churn 40% 20% 5%

Cost of Service Rs 40,000 Rs 2,10,000 Rs 70,000

• Calculate Net ARPU & Total ARPU for Detractors, Passives & Promoters
• To Increase sales numbers (ARPU), the company is targeting promoter
numbers at 4000

ACTIVITY 3
• Install Package - NPS
• Generate 1000 dummy Likelihood to Recommend responses with
probability values of 0.02, 0.01, 0.01, 0.01, 0.01, 0.03, 0.03, 0.09, 0.22, 0.22,
0.35

ACTIVITY 4
Find proportions of respondents giving each Likelihood to Recommend response
ACTIVITY 5
HISTOGRAM

ACTIVITY 6
BARPLOT

ACTIVITY 7
Calculate the NPS

ACTIVITY 8
Round off the NPS
___________________________________________________________________

ACTIVITY 9 : 2. SURVEY DATA

• INSTALL PACKAGES : nps tidyverse

ACTIVITY 10:
IMPORT DATA: Survey

ACTIVITY 11:
• Assign & Call : df_tidy

ACTIVITY 12:
Convert to tidy data
Use the gather function to create the magic.
(1st parameter dataframe to use (df), the next 2 parameters define the names for
our new tidy data columns (question and response).
Lastly, specify the columns to tidy (in this case the questions start in column 6, so
let’s gather all columns starting at 6 to the end of the dataframe))

ACTIVITY 13:
• Assign & Call : df_tidy as df_summary

ACTIVITY 14:
Summarize Results

ACTIVITY 15:
Crosstabs :  A chart showing the relationship between two variables

ACTIVITY : 16
Net Promoter Score (NPS)
• Summarize Q5 results

ACTIVITY: 17
Calculate promoters, detractors and NPS