Run NPS the right way - score, follow up, and read the why.
Set it up once and every response lands sorted, private, and ready to act on. Make it yours in minutes - no spreadsheets held together with hope.
- Who it’s for
- Product, success, support, and founders
- How it flows
- People score you → grouped automatically → fans and critics get the right follow-up → themes surface
Fewer dropped balls. More “done.”
The boring parts - sorting, filtering, routing, and keeping data tidy - happen on their own.
Every reply in one place
No more answers scattered across inboxes and tabs. Each response lands in a shared, organized stream your whole team can act on.
Spam stays out, files stay private
Junk is filtered automatically, and any uploads arrive with the limits you set - never as forever-links floating around email.
Goes where your team works
Send each answer to a chat ping, a spreadsheet row, or your contacts - automatically, the moment someone hits submit.
Everyone knows who’s got it
Each response has an owner and a status, so nobody asks “wait, did someone reply to this?” ever again.
Net Promoter Score is easy to ask and easy to get wrong. The single question - "How likely are you to recommend us, 0 to 10?" - is trivial; the value is in everything around it: consistent timing, the follow-up that captures why, and the discipline to read the verbatims rather than fixate on the number. A real NPS tool helps with that whole loop, not just the score.
Formspring treats NPS as a first-class survey type. Drop in the 0-10 question and respondents are automatically bucketed - detractors (0-6), passives (7-8), promoters (9-10) - and scored, so you never hand-calculate the index. Branching then makes the survey react: a detractor sees a "what went wrong?" open question, a promoter gets a review or referral ask, and both paths can reconverge on a shared closing question. That branching is configured visually, with no code.
The part teams usually neglect is the open text, and it is where NPS earns its keep. Formspring's AI insights cluster hundreds of "main reason for your score" answers into themes, surface representative quotes, and track sentiment across waves - so an emerging complaint reaches you in days, not at quarter-end. Run NPS on a steady cadence rather than after every transaction, keep the timing and channel consistent so the trend line stays comparable, and close the loop with detractors quickly.
Responses are stored in the EU (Germany and Finland), searchable and exportable, and reachable over the API and signed webhooks - so your NPS data feeds your warehouse and CRM, not just a vendor dashboard. NPS surveys are available on Pro plans ($19/mo) and above.
NPS scoring and follow-up, built in
The 0-10 recommend question is a native survey type, not a rating field you have to interpret yourself. Formspring buckets each response into detractor, passive, or promoter and tracks the index for you. The mandatory companion - the follow-up "what is the main reason for your score?" - is one branch away: detractors route to a diagnosis question, promoters to a review or referral ask, and the survey can reconverge for shared closing questions. The survey logic patterns post shows the exact branch structure, and running NPS the right way covers cadence and loop-closing.
Read the verbatims with AI, not by hand
The score tells you the temperature; the open-text answers tell you why. Reading 800 verbatims by hand takes days and drifts. Formspring's AI insights cluster open responses into themes, pull representative quotes per theme, and flag sentiment shifts against previous waves - turning the slowest part of NPS into minutes. Treat the output as a first coding pass and spot-check it, then paste the summary straight into the decision document.
Benchmark against your own trend, not a vanity number
A single NPS number out of context is close to meaningless - benchmarks swing widely by industry, and B2B software commonly lands between +20 and +40. What matters is your own trend line under consistent conditions: same timing, same channel, same question wording. Change any of those and you have quietly broken the comparison. The NPS benchmarks by industry post gives ranges to sanity-check against, but the survey's job is to make your trend reliable.
Your NPS data, in the EU and in your stack
Responses live in EU data centres in Germany and Finland, encrypted, with a DPA on every paid plan - which matters when you are surveying European customers about their experience. Everything is searchable, exportable to CSV or JSON, and reachable over a scoped-token REST API and signed webhooks, so NPS scores and themes flow into your BI tool and CRM. The score travels with the response, so downstream systems can route detractors to success automatically.