The Scenario
The board meeting is in three days. Your PM has a deck that needs one slide: your NPS score, a trend line, and a breakdown of what customers are actually complaining about. The responses are in Delighted — 400 of them from the past six months. The slide has placeholder text: "NPS: [TBD]" and "Top themes: [TBD]."
You know the formula. Promoters minus detractors, expressed as a percentage. You also know that reading 400 open-text comments and manually tagging them by theme is a half-day project you do not have.
The bad version:
- Export the responses from Delighted as CSV, open in Sheets, apply a formula to classify each score as promoter/passive/detractor
- Create a summary row with COUNTIF formulas, calculate the NPS score manually from the counts
- Read through comments and try to tag them with themes in a new column — recognize around row 80 that your themes aren't consistent and start over
By the time the slide is ready, you've spent most of Tuesday on data cleanup instead of analysis.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent that lives inside your Google Sheet. It reads the sheet, understands what you are looking at, and through its built-in Delighted integration it can fetch all 400 responses, calculate the NPS score, and group comments by theme — in one ask.
Fetch all Delighted responses, calculate the NPS score (promoters minus detractors as a percentage), and write the score plus a breakdown of promoter/passive/detractor counts into the Summary sheet
What You Get
- Cell A1 of the Summary sheet: the calculated NPS score as a number
- Rows below: promoter count, passive count, detractor count, total responses
- The score calculated correctly using the standard formula: ((promoters − detractors) / total) × 100
What If the Data Is Not Quite Ready
You also want the comments grouped by theme
Get all Delighted survey comments and group them into themes — 'pricing', 'support', 'features', and 'other' — based on keywords, then count responses per theme and write the results as a pivot table in the Themes sheet
You need the NPS score broken out by respondent segment
Fetch all Delighted responses from the past 180 days, match each email against column A of the CustomerList sheet to pull the plan tier from column C, then calculate NPS score separately for each plan tier and write the results into the NPS by Segment sheet
The response set has some test accounts you want to exclude
Fetch all Delighted responses, exclude any email addresses containing '@yourcompany.com', calculate the NPS score from the remaining responses, and write the score and segment counts to the Summary sheet
Full board-ready analysis in one prompt
Fetch all Delighted responses from the past 180 days, exclude internal email addresses (column B of the ExcludeList sheet), classify each score as Promoter/Passive/Detractor, group open-text comments into themes (pricing, support, features, other), calculate overall NPS score and NPS by theme, write the score breakdown to the Summary sheet and the theme counts to the Themes sheet
The analysis you'd normally spend a day building — describe it once.
Try It
Get the 7-day free trial of SheetXAI and open any Google Sheet where your Delighted data lives, then ask it to calculate your live NPS score and theme the comments. Or pull the raw response data first with Import NPS Survey Responses. Full overview at Delighted + Google Sheets.