Campus/Office Receiving the Service:
District Unit/Person Providing the Service:
Date (MM/DD/YYYY):
Strongly
Agree
Agree Neutral Disagree
Strongly
Disagree
1. Overall, I am satisfied with the service.
2. Please provide suggestions on how we can improve our service to you.
3. On the following scale, how likely is it that you would recommend this service to a friend or colleague?
NOT AT ALL LIKELY EXTREMELY LIKELY
0 1 2 3 4 5 6 7 8 9 10
A simpler way to administer question 3 by phone is the following:
3. On a 0-10 scale, with zero being “Not At All Likely” and 10 being “Extremely Likely,” how likely is it that you would recommend this service to a colleague or friend?

Strongly
Agree
Agree Neutral Disagree
CHOICE SCORE
1. Overall, I am satisfied with the service.
EXAMPLE OF OVERALL CUSTOMER SATISFACTION FINAL TALLY
5
20
4 3 2
Strongly
Disagree
1
30 3 25 12
Total Number of Responses = 90
Overall Customer Satisfaction Score is calculated as a weighted score by multiplying the number of responses in each of the five choices by its corresponding score , adding the resulting five products, and dividing this number by the total number of responses .
In the example above, the Overall Customer Satisfaction Score (OCSS) is the following:
(20 x 5) + (30 x 4) + (3 x 3) + (25 x 2) + (12 x 1) 291
OCSS = --------------------------------------------------------------- = ------- = 3.23
20 + 30 + 3 + 25 + 12 90
EXAMPLE OF NPS FINAL TALLY
On the following scale, how likely is it that you would recommend this service to a friend or colleague?
NOT AT ALL LIKELY EXTREMELY LIKELY
0 1 2 3 4 5 6 7 8 9 10
1 2 1 0 8 3 5 0 10 20 10
Total Number of Responses = 60
1. Determine the percentage of respondents who are "promoters," those most likely to recommend your service. Customers who answered 9 or 10 are classified as promoters. To determine the percentage of promoters, divide the number of promoters by the total number of people who responded to the NPS question in the survey. In the example above, % of promoters = ( 20 + 10 )/ 60 = 0.50 or 50%
2. Determine the percentage of respondents who are "Detractors," those least likely to recommend your service. Customers who answered 0 through 6 are classified as detractors. To determine the percentage of detractors, divide the number of detractors by the total number of people who responded to the NPS question in the survey. In the example above, % of detractors = ( 1 + 2 + 1 + 0 + 8 +
3 + 5 )/ 60 = 0.33 or 33%
3. Subtract the percentage of detractors from the percentage of promoters to determine the Net
Promoter Score. In the example above, NPS = 50% - 33% = 17%

October 2014 District
SAC
SPC
PAC
NVC
NLC
Total
November 2014 District
SAC
SPC
PAC
NVC
NLC
Total
December 2014 District
SAC
January 2015
SPC
PAC
NVC
NLC
Total
District
February 2015
SAC
SPC
PAC
NVC
NLC
Total
District
SAC
SPC
PAC
NVC
NLC
Total
March 2015, etc. District
SAC
SPC
PAC
NVC
NLC
Total
Campus
Customer
Satisfaction Score*
(1-5)
Collected
Suggestions to Improve
Service
Net Promoter
Score, NPS*
(0% - 100%)