How to run an NPS® campaign

If you’re a marketer looking for a simple and standardized way to measure the satisfaction score of your respondents, look no further. You can now add a Net Promoter Score® (NPS ®)* question directly to your forms.

NPS® is a research metric commonly used to ask people how likely they are to recommend a company, product, or service to someone. NPS® groups responders into promoters (a rating of 9 or 10), passives (a rating of 7 or 8), and detractors (a rating of 6 or lower). You can read more about NPS® here.

This article will show you how to add an NPS® question to your form, how to embed it in an email, and how to integrate it with other apps.

To add an NPS® question:

1. Click Add content. 

2. Select Net Promoter Score®.

3. Edit the question to fit your use case.

4. Toggle the switch under Settings to make your question required...

...or hit Add next to Image or video to jazz it up with something visually appealing.

Add Logic to your NPS® question

You can also send people to different follow-up questions or Endings by adding Logic to your NPS® question.

In this example, we used Branching and calculations to send detractors to a Long text question, where they can leave us some feedback about how we could improve, and we’ll send promoters to a Yes/No question, where they can decide if they want to refer us to a friend.

Launch your NPS® question in an email

If the first question in your form is an NPS® question, you can also launch it from an email. When your respondents select a score in the NPS® question in the email, they’ll be redirected to the form showing the option they selected.

To share your NPS® question in an email:

1. Go to the Share panel and click Embed in an email.

2. Click Start embedding.

3. Click Copy.

Now you can copy the email code and use it to share your form with a marketing automation tool like Mailchimp, as explained in this article. You can also read more about launching your form in an email here.

Follow NPS® trends in your Results Summary

Once people start responding to your form, you can track your Net Promoter Score® in the Summary section of your Results.

The response summary shows your Net Promoter Score® along with the percentage and number of detractors, passives, and promoters at a single glance, so you can ditch that calculator.

Generate a report of your NPS results

To generate a report:

1. Go to the response summary of your form, and click Generate a report.

2. Customize the report as you like, then print it out or share its link.

Send NPS® data to other apps

You can integrate your form’s NPS® question with other apps in the Connect panel.

In this example, we’re already sending our NPS® data to Google Sheets and Slack. Follow the links to learn more about setting up the Google Sheets and Slack integrations.

Respondents can also answer your NPS® question without leaving Slack when you share your form in a public Slack channel. Learn more here. 

*Net Promoter, NPS, and the NPS-related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.