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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

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2. Select Net Promoter Score®.

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3. Edit the question to fit your use case.

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

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

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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.

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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.

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2. Click Start embedding.

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3. Click Copy.

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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.

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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.

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

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Send NPS® data to other apps

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

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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

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*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.

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