Net Promoter Score Form
Give customers a quick way to say whether they’d recommend your business. Collect a recommendation score and the reason behind it so your team knows what’s shaping their experience.
A customer renews their subscription but wouldn’t recommend you to a colleague. Another tells everyone about your product but still has a complaint worth hearing. Purchase history alone won’t explain either response. Typeform’s net promoter score form asks customers directly how likely they are to recommend you, and why.
Respondents choose a score from 0 to 10, then explain the main reason for their rating. A short follow-up gives them room to describe what worked, what frustrated them, or what would improve their experience. Keep the questions focused so someone can respond while the details are still fresh.
Your team gets a consistent measure to track alongside feedback in customers’ own words. The score helps you notice changes; the comments help you investigate them. Use both to identify what deserves attention and where a follow-up conversation could help.
A net promoter score form asks customers how likely they are to recommend a business, product, or service on a scale from 0 to 10. Responses are grouped into detractors, passives, and promoters to calculate Net Promoter Score, or NPS. A follow-up question captures the reason behind each rating.
A recommendation question gives customers a quick way to express how they feel about your business overall. Asking why they chose their score makes the response more useful. Your team can track patterns over time and read the comments to understand which experiences are influencing recommendations.
Keep the core form short:
- A clearly worded recommendation question
- A scale from 0 to 10, labeled from “not at all likely” to “extremely likely”
- A follow-up asking for the main reason behind the score
- Optional contact details for customers willing to discuss their feedback
Name the business, product, or service being rated so respondents know exactly what you’re asking about.
Group the responses by rating:
- Promoters: 9–10
- Passives: 7–8
- Detractors: 0–6
Subtract the percentage of detractors from the percentage of promoters. For example, if 60% of respondents are promoters and 20% are detractors, your NPS is 40. Passives count toward the total number of responses but aren’t directly added or subtracted. The final score ranges from −100 to 100.
Send it when customers have had enough experience to give a considered answer. For an ongoing service, use a consistent point in the customer relationship or a regular survey schedule. Keep the audience and timing comparable between rounds so changes are easier to interpret, and give your team time to review and act on the feedback.
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