Qwenvo

How to Run an NPS Survey: Question, Timing and Follow-Up

By the Qwenvo team · · 3 min read

To run an NPS survey, ask one question on a 0 to 10 scale, 'How likely are you to recommend us to a friend or colleague?', add a follow-up asking why, send it at a consistent moment, and calculate the score as the percentage of promoters (9-10) minus the percentage of detractors (0-6). Qwenvo builds and calculates it free.

What NPS is, in one paragraph

Net Promoter Score is a single-question loyalty measure. People who answer 9 or 10 are promoters, 7 or 8 are passives, and 0 to 6 are detractors. Passives are left out of the formula. The score is promoters minus detractors, as percentages, so it runs from -100 to +100.

Step 1: Write the survey

  1. The score question. 'How likely are you to recommend [company] to a friend or colleague?' Use a Linear scale from 0 to 10, with the ends labelled 'Not at all likely' and 'Extremely likely'.
  2. The reason. A Long answer: 'What is the main reason for your score?' This is where the value is.
  3. Optional follow-up. 'May we contact you about your answer?' with an Email block that appears if they say Yes.
  4. A Thank-you page. Keep it short and thank them.

Two questions are enough. Do not bundle other surveys into it, or you lose the speed that makes it easy to answer. The NPS survey template is a ready start, and the NPS survey template post walks through its wording.

Step 2: Adapt the follow-up to the score

Use conditional logic so the follow-up fits the person:

  • 0 to 6: 'We are sorry to hear that. What went wrong and what should we fix first?'
  • 7 to 8: 'What would make you rate us higher?'
  • 9 to 10: 'What do you value most about us?'

Add a Conditional logic block or use Add conditional logic on the score question, then show the right Long answer for each range.

Step 3: Choose who and when

  • Relationship NPS: ask your whole customer base on a regular rhythm, such as every quarter. Keep the same timing, so scores compare.
  • Moment NPS: ask right after a specific event, such as onboarding, a support case or a purchase.
  • Do not over-survey. Do not ask the same person again too soon. How often is right depends on your customers, so test it.
  • Tag the segment. Add a Hidden fields block with fields like plan or channel and put them in the link. Then you can compare scores between groups. See hidden fields.

Step 4: Send and read

  1. Publish and share the link in an email, an in-app message or an embed. See embed your form.
  2. Open Insights on the form. It shows charts, averages and NPS for the score question, so you do not have to calculate by hand.
  3. To check it yourself: if 100 people answer, with 50 promoters and 20 detractors, the NPS is 50% minus 20%, which is +30.
  4. Export CSV or XLSX if you want to cut the data by segment.

Step 5: Act on it

  • Respond to detractors fast. Turn on Triage submissions with AI in Settings, then add a routing rule so urgent or high-priority replies go to a person by email (up to five addresses) or to a Slack incoming webhook. See AI form triage.
  • Read the reasons, not only the number. Group them into themes and fix the biggest.
  • Tell people what changed. It lifts the next survey.
  • Track the trend over time rather than reacting to one reading.

Mistakes to avoid

  • Changing the wording between rounds. It breaks comparisons.
  • Asking before the customer has used the product.
  • Making the reason required. Optional gets honest answers; forced gets filler.
  • Chasing a number. A small sample moves the score a lot. Look at it alongside how many people answered.
  • Comparing your NPS with a 'good' number you found online. Compare with your own past results.

Honest limit: NPS is one number, and it does not tell you why. Pair it with the written reasons. For a deeper product signal, consider the product-market fit survey.

Questions people ask

How do you calculate NPS?

Percentage of promoters (9-10) minus percentage of detractors (0-6). Passives (7-8) count in the total but not in either group.

What is a good NPS?

It depends on your industry and customers, so track yours over time instead of chasing a universal target.

Is Qwenvo's NPS free?

Yes. Forms, Insights with NPS, logic and AI triage have no paid plan.

Every feature, $0, no card.

Run an NPS survey free