NPS question type

The NPS (Net Promoter Score) question type lets you measure customer loyalty using a standard 0–10 rating scale.

It’s commonly used in surveys to understand how likely someone is to recommend your product, service, or experience.

An NPS question asks:

“How likely are you to recommend this to a friend or colleague?”

Respondents select a number from 0 (not likely) to 10 (very likely).

Based on the response, users are grouped into:

• Promoters (9–10): Highly satisfied and likely to recommend
• Passives (7–8): Satisfied but not enthusiastic
• Detractors (0–6): Unhappy or at risk of churning

This makes it easy to quickly assess overall customer sentiment.

1. Open your form and click + Add Content.
2. Select NPS from the question type list.
3. A 0–10 rating scale will be added to your form.

You can adjust the NPS question to fit your survey:

• Edit the question text
  Example: “How likely are you to recommend our product?”

• Add a description
  Provide context or explain how the feedback will be used

To ensure you collect responses from every user:

• Enable the Required option in the question settings

Respondents won’t be able to continue without selecting a score.

NPS scores are more useful when paired with a follow-up.

Add a second question such as:

• “What is the main reason for your score?”

You can:

• Use a Long Text question for detailed responses
• Show it conditionally based on the selected score

This helps you understand the reason behind the rating, not just the number.

Use NPS when you want a quick, standardized measure of customer sentiment.

Common use cases:

• Customer satisfaction surveys
• Post-purchase feedback forms
• Product or feature feedback
• Onboarding or support experience surveys

• Ask the NPS question early or at key moments (not buried in long forms)
• Keep surrounding questions minimal
• Always include a follow-up question
• Use consistent wording if you are tracking NPS over time

You can add visuals to provide context or improve engagement:

1. Click the + next to Videos and Image.
2. Upload images or videos to enhance the question.