Overview

NPS (Net Promoter Score) asks your customers one question, "How likely are you to recommend us?", and turns the answers into a single number you can track over time.

Where to find NPS

1. Open your project.
2. In the left sidebar, go to the Retention section.
3. Click NPS.

The NPS section has three pages:

• Forms: build a survey to collect scores from customers.
• Submissions: every response that comes in, scored and sorted automatically.
• Analysis: your NPS score and how it is trending.

There is also a Customers page in the Retention section. It is not inside NPS, but it is closely linked. It lists everyone who has submitted, or been invited to submit, a score.

The score bands

Every response is placed in one of three bands based on its 0 to 10 score:

Your NPS score is the percentage of promoters minus the percentage of detractors. It runs from -100 to +100.

The basic workflow

1. Create a form. Give it a name, add a score question and an email field, and publish it.
2. Share the form, or invite customers to it by email.
3. Watch responses land in Submissions, already scored and categorised.
4. Check Analysis for your score over time and your recent detractors.

You can also embed the survey directly on your own website as a widget, so customers can give a score without leaving your product.

Inside a form

When you open a single form, it has six tabs:

• Overview: status, share link, and a submission count.
• Edit form: the form builder: pages, fields, and design.
• Submissions: responses to this form only.
• Analysis: this form's score and trend.
• Invites: send email requests and track their status.
• Widgets: embed this form on your website.

Related pages

• Create an NPS form
• Customise your form's design and fields
• Invite customers by email
• Set up automatic reminder emails
• Review your submissions
• Embed an NPS widget on your website
• Track your NPS analytics
• Manage your customers