eNPS-to-action worksheet

Record the sample, a safe theme, one action and a review date. Keep names, identifiable comments and small-group detail out of this shared worksheet.

Read the calculation guide

Illustrative calculation, not customer data

11 promoters + 5 passives + 4 detractors = 20 responses.
eNPS = (11 - 4) / 20 × 100 = +35. Passives stay in the denominator.

With 20 responses, one adjacent-band change moves the score by 5 points; detractor to promoter moves it by 10. This is arithmetic, not a confidence interval. A reporting privacy minimum is not evidence of statistical precision.

1. Record the sample

Survey date / cohort:Invited / responded / participation:

Promoters (9-10)	Passives (7-8)	Detractors (0-6)	Total

Score = (promoters - detractors) / total × 100:Missing groups or changes since the previous cycle:

2. Read a safe theme

Summarize context without identifying someone. Check access, reporting thresholds, filters and repeated comparisons before sharing.

3. Assign one action

Action:

Owner:Review date:

4. Review the next cycle

Compare similar cohorts and participation. A changed score alone does not prove the action worked.