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NPS survey in Typeform

Typeform has its own Net Promoter Score® question on the standard 0 to 10 scale. Add it from Add content, follow it with an open question for the reason, read the score in Results under Summary, and export the responses from Results under Responses as CSV or XLSX.

Set up the NPS question

Three steps in the form editor, from Typeform’s help article How to use the NPS® question type.

  1. Add the question

    Click Add content and choose Net Promoter Score®. Edit the wording, and turn on the Required switch under Settings so nobody skips the score.

  2. Ask for the reason

    Add a Long text question after it, for example “What is the main reason for your score?” The comments are what tells you why. More wording ideas: NPS survey questions.

  3. Branch by group, if you want

    With Branching logic you can send detractors and promoters to different follow-up questions or endings. Typeform’s example sends detractors to a Long text question.

Where Typeform shows your NPS

Open the form, go to Results and look at the Summary. Typeform groups the answers into promoters (9 and 10), passives (7 and 8) and detractors (6 or lower) and calculates the score for you.

If you branch, one open question for everyone is easier to analyze later than three different ones: all reasons sit in one column, and you can compare what detractors and promoters wrote.

SummaryThe NPS with the share and count of detractors, passives and promoters.
NPS reportA report you can customize, print or share as a link.
Connect panelSends NPS answers to other apps such as Google Sheets and Slack.

Export the responses as CSV or Excel

Exports run on desktop; the mobile builder cannot export. Steps from Export your responses.

  1. Open the responses

    From your workspace, open the form, go to Results and select Responses.

  2. Choose what to export

    With no selection and no filter, all responses are exported. A filter or a selection exports only those rows.

  3. Export the file

    Click the Export icon, choose CSV or XLSX and click Export. The file downloads, and Typeform also emails you a download link; large exports arrive only by email.

What the NPS view does not tell you

Typeform’s Summary tells you how many customers are detractors. It does not tell you which of their reasons costs you the most points. Reading the comments shows what comes up often, but what comes up often is not always what hurts the score most.

In 4,000 public clothing reviews, fit or size was the most common complaint (32 % of reviews) and cost the average rating 0.09 stars. “Doesn’t look flattering” came up half as often (15 %) and cost 0.14 stars, because each mention weighs more.

Effect per mentionHow much lower the score is when a theme comes up, with a likely range (95 %). With few comments the range is wide, and the report shows it.
Cost to your scoreThe effect times how often the theme comes up. This is the number that ranks the themes, not the count.
Based on how many commentsThemes with fewer than 30 comments are marked low data, not hidden. Every number opens the comments behind it.
An association, not a causeAn effect shows what goes with lower scores in your data. It is a strong lead on what to fix first, not proof. What each number means.

From the export to a ranked report

A direct Typeform connection is coming. Today you upload the export.

  1. Check the file

    One row per response, with the 0 to 10 score and the comment. A CSV or XLSX export from Typeform works as it comes out of the tool if it has one comment column.

  2. Upload it on the try page

    Upload the file on the try page. The first analysis is free for up to about 1,000 comments, no card. Comments in English; other languages are not tested.

  3. Get the report by email

    Within one working day: each theme with its effect per mention, what it costs your score, how many comments it rests on and whether that is sure enough to act on.

Questions

Does Typeform have an NPS question type?

Yes. In the form editor, click Add content and choose Net Promoter Score®. It asks the standard 0 to 10 question, and Typeform groups the answers into promoters, passives and detractors.

Where do I see my NPS in Typeform?

Open the form, go to Results and look at the Summary. It shows the NPS with the share and count of detractors, passives and promoters.

How do I export Typeform responses to Excel?

Go to Results, then Responses, click the Export icon, choose XLSX or CSV and click Export. Without a selection or filter, all responses are exported.

Can I ask detractors a different follow-up question?

Yes. Branching logic on the NPS question sends detractors and promoters to different follow-up questions or endings. One shared open question is easier to analyze later.

Can Leverboard connect to Typeform directly?

Not yet. A Typeform connection is coming. Today you export the responses as CSV or XLSX and upload the file.

Find out which reasons cost your Typeform NPS points

Your score says how many customers are unhappy. Your comments say why. Leverboard measures which reason costs the most.

Try it on your dataSee a sample report

First analysis free. No card.

Net Promoter, Net Promoter Score and NPS are trademarks of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld. Sources: Typeform, How to use the NPS® question type, Export your responses and NPS form builder.