An NPS score you can actually act on
The 0-10 question, the automatic score, and — more usefully — the comment each detractor left explaining why.
The problem with a number on its own
NPS is popular because it compresses satisfaction into one figure you can track over time. That is also its weakness: a score of 31 tells you nothing about what to fix. Plenty of teams dutifully measure NPS every quarter, watch it drift, and have no idea which part of the experience is moving it.
The number is only useful when it is attached to the responses behind it. Knowing that detractors cluster around one location, or that they all mention the same thing in the comment box, is what turns a metric into a decision.
How it works
- 1
Add the NPS question
Drop an NPS scale into any form. It renders as the standard 0-10 row respondents recognise.
- 2
Ask why
Follow it with an open comment field — optionally shown only to low scores, so happy customers are not held up.
- 3
Score calculates itself
Promoters, passives and detractors are counted automatically and the score is computed the standard way.
- 4
Read the responses behind the number
Every segment links back to the individual submissions, so a dip is traceable to specific feedback.
What you get
Standard 0-10 scale
The question renders the way respondents expect, which matters: a non-standard scale makes your score incomparable to any benchmark.
Automatic segmentation
Promoters (9-10), passives (7-8) and detractors (0-6) are split out with both counts and percentages.
Score over time
Submissions are charted across the period, so you can see whether a change moved the number or it was noise.
Conditional follow-up
Show the 'what went wrong' field only when the score is low, using visibility rules. Short forms for happy customers, detail where it matters.
Per-question breakdown
NPS sits alongside the other answers in the same submission, so you can see what else a detractor said.
Works well when
- You need one comparable number to track over time or across locations
- Leadership already asks for NPS and you want it without a separate tool
- You want the reasons behind the score, not just the score
Common questions
How is the score calculated?+
The standard way: percentage of promoters minus percentage of detractors, giving a result between -100 and +100. Passives count towards the total but not towards either side.
Can I ask a follow-up question only to unhappy respondents?+
Yes. Visibility rules can show a field based on the answer to an earlier one, so a 'what went wrong' box can appear only below a chosen threshold.
Can I run NPS alongside other questions?+
Yes. It is a field type like any other, so it can sit in a longer form with ratings, choices and open text.