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NPS® / Net Promoter Score® Field

Video Tutorial

This section provides detailed instructions on how to effectively use the NPS® / Net Promoter Score® Field in your forms.

Net Promoter Score® (NPS®) is a powerful tool developed by Bain & Company that measures customer loyalty and predicts business growth through customer feedback. It classifies customers into Promoters, Passives, and Detractors based on their likelihood to recommend your business to others.

Understanding NPS®

  • Promoters (Score 9-10): Your brand’s loyal enthusiasts who will keep buying and refer others, fueling growth.
  • Passives (Score 7-8): Satisfied yet unenthusiastic customers vulnerable to competitive offerings.
  • Detractors (Score 0-6): Unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Calculating NPS® in MakeForms

NPS® = % Promoters – % Detractors. Passives count towards the total number of respondents, which increases the denominator of the percentage calculations but do not directly affect the NPS® score.

Implementing NPS® in MakeForms

  1. Creating NPS® Survey: Easily add an NPS® field to your form, asking respondents to rate their likelihood to recommend your service on a scale of 0 to 10.
  2. Customization: Adjust the label and help text to guide respondents. The NPS® field is fixed to a 0-10 scale, reflecting the standard NPS® measurement.
  3. Automatic Calculation: MakeForms simplifies the process by automatically calculating the NPS® based on the responses received, providing you with real-time insights into customer loyalty.

Best Practices

  • Ensure your survey reaches a broad and representative sample of your customer base to accurately gauge overall customer sentiment.
  • Follow up with Detractors to understand their concerns and improve their experience.
  • Leverage feedback from Promoters to identify strengths and areas for replication across your business.

By integrating the NPS® survey into your MakeForms forms, you gain actionable insights into customer loyalty, enabling you to make informed decisions to enhance your product or service and foster growth.

® – NPS / Net Promoter Score is the registered trademark of Bain & Co.