The Net Promoter Score (NPS) survey is a widely used tool for gauging your customer's loyalty and satisfaction.
The survey is centered around a single question: "How likely are you to recommend our product/service to a friend or colleague?"
It's a simple yet effective way to gauge customer satisfaction and identify areas for improvement.
Customers respond on a scale from 0 (not at all likely) to 10 (extremely likely).
You can calculate your NPS score and predict your company's future growth.
This score provides businesses with a clear and easily interpretable metric that helps benchmark performance over time or against competitors.
In this tutorial, you'll learn how to create an NPS survey that effectively captures customer sentiment and generates actionable insights.
Let's get started!
Step 1: Create your NPS survey
To get started, simply enter your Formaloo dashboard and click on 'Templates'.
Once you’ve found the NPS survey template, you can edit and tailor the information to your company's needs, just double-tap the field to change the text.
Also, you can create your survey from scratch; Click on '+Blank form' and add your fields and questions.
You can choose from a variety of fields to add such as multi-choice, long text, score 0-10, and many more.
This is the most important field for your NPS survey as it asks the essential question: “How likely are you to recommend [company] to a friend or colleague?”
The minimum and maximum messages can easily be updated on the form editor to suit your needs.
“Based on the price of our products/services, how likely are you to recommend it to others?” is another popular NPS question to enhance your survey and get more specific information about your product.
Long text field
This field will allow you to create follow-up questions such as:
“What is the primary reason for your score?” to gather insight into the strengths/weaknesses of your company.
Another popular question: “Is there anything we can do to improve your experience in the future?” provides ideas for future improvements and helps identify growth opportunities.
Single choice field
Single-choice field questions such as “What's your age?” are used to categorize respondents.
This field can also be used to get general feedback on specific aspects of your product using questions such as “Based on your recent experience, how would you describe [company]'s product quality?”
Step 2: Customizing your survey
The great thing about Formaloo is that you are in full control of how your survey looks! Customize the design and color of your NPS survey by choosing color schemes that align with your brand.
You can also change between multi-step and single-step surveys with a single click.
Step 3: Publish and share the survey with your target audience
Once you have finished creating your survey, you can publish and share your survey by clicking the view button and copying the link at the top.
Now you can share the link to your target customers and distribute it through your preferred distribution channel!
Step 4: Receive notifications and view feedback in real-time
Finally, you can set up notifications to know whenever someone fills out your NPS survey.
This is crucial for staying informed about what your customers think about the product and ensuring that the company retains its reputation.
Additionally, you can utilize real-time feedback to respond to user problems and give them support on the areas they are confused about.
You can easily view your form responses by right-clicking on your public form in the dashboard.