Overview
Works for NPS (0-10), CSAT (1-5), or custom 1-5 rating surveys. Automatically buckets respondents as Promoters/Passives/Detractors (NPS) or equivalent, and flags low scores for manual outreach.
Column layout
Copy this column order into a blank Google Sheet, or let SheetLink Forms create the headers for you on first submission.
| Column | Notes |
|---|---|
| Response ID | Unique ID |
| Received | Timestamp |
| Customer email | For follow-up |
| Score | 0-10 NPS, 1-5 CSAT, etc. |
| Bucket | Formula: Promoter / Passive / Detractor |
| Comment | Freeform verbatim |
| Product area | Optional tag if they mentioned one |
| Sentiment | Optional - AI-tagged Positive / Neutral / Negative |
| Needs reply? | Boolean - TRUE for detractors by default |
| Replied by | Staff member |
| Replied on | Date |
| Resolution | Freeform note |
Useful formulas
Paste these into a top-of-sheet summary row or a separate dashboard tab.
NPS bucket
=IF(D2="","",IF(D2>=9,"Promoter",IF(D2>=7,"Passive","Detractor")))NPS score (running)
=(COUNTIF(E:E,"Promoter")-COUNTIF(E:E,"Detractor"))/COUNTA(E2:E)*100Reply rate on detractors
=COUNTIFS(E:E,"Detractor",J:J,"<>")/COUNTIF(E:E,"Detractor")Conditional formatting
- Score: color scale from red (0) to green (10) or 1-5.
- Bucket: green for Promoter, gray for Passive, red for Detractor.
- Needs reply: red background when TRUE.
Pivot table guidance
Pivot with Bucket as rows, Month as columns. Track NPS trend over time. Second pivot: Product area by Bucket to find soft spots.
Recommended add-ons
- AI Analytics: Weekly summary of verbatim comments with top themes surfaced.