NPS surveys
NPS survey software that closes the loop
Ask the Net Promoter Score question on the channel your customers or employees use. Claform calculates the score as answers arrive, shows what drives it, and starts a follow-up the moment someone scores you low.
- Built-in 0-10 NPS question
- Score calculated for you
- Detractor alerts and follow-up
- Customer NPS and eNPS
How do you run an NPS survey?
Ask one question, how likely someone is to recommend you on a 0-10 scale, then ask why. Send it by email, SMS or WhatsApp after a purchase or support case. Claform groups answers into promoters, passives and detractors, calculates the score for you and can alert your team on every low score.
The challenge
A score alone does not tell you what to fix
Most NPS programs stop at a number in a spreadsheet.
Scores arrive too late
A quarterly export means unhappy customers wait weeks before anyone sees their answer.
Answers pile up unread
Hundreds of comments sit in a sheet and nobody has time to read them all.
No clear reason
The score moves, but it is hard to tell which group or which topic moved it.
Detractors hear nothing
People who scored you low never get a reply, so the relationship quietly ends.
How Claform helps
From the NPS question to the follow-up call
Ask, measure and act in one place.
The NPS question, ready to use
Add the Net Promoter Score question with its 0-10 scale and your own end labels, then an open question that asks why. With logic, promoters and detractors can each see their own follow-up.
- 0-10 scale with custom labels
- Open follow-up for the reason
- Different follow-ups by score with logic
Your score, worked out and explained
Results show the share of promoters, passives and detractors and the NPS itself. On Professional and above, the AI Analyst finds the key drivers behind the score and compares it between groups, such as customers on different plans or in different regions.
- Promoters, passives and detractors
- Compare NPS between groups
- Key drivers from the AI Analyst
Follow up on every low score
Workflows start on an NPS score above or below the number you choose. Open a helpdesk ticket, post to Slack, assign an owner or text the respondent, and ask your promoters for a review.
- Trigger on any NPS threshold
- Ticket, Slack, email or SMS actions
- Ready-made detractor and promoter playbooks
How to run an NPS survey with Claform
- 01
Start from the NPS template
Use the Net Promoter Score template or add the NPS question to any survey, then add a why question.
- 02
Send it at the right moment
Send by email, SMS, WhatsApp, QR code or a link after a purchase, a support case or a renewal.
- 03
Read the score and act
Watch the score and its drivers, and let a workflow alert your team on every detractor.
NPS and feedback templates
Start from a ready survey and edit it to fit your program.
- Net Promoter Score (NPS) Survey TemplateThe industry-standard NPS survey template with the classic 0-10 recommendation question plus strategic follow-up questions to understand the 'why' behind scores.View template
- Customer Satisfaction (CSAT) Survey TemplateMeasure customer satisfaction with this proven CSAT survey template. Includes key satisfaction questions, follow-up prompts, and benchmarking guidelines.View template
- Post-Purchase Survey TemplateCapture customer feedback right after purchase. Measure buying experience, product satisfaction, and identify improvement opportunities.View template
What you get
- NPS scale
- 0-10NPS scaleThe standard Net Promoter Score question, built in
- Distribution channels
- 8Distribution channelsEmail, SMS, WhatsApp, voice, kiosk, QR and print, Slack and Teams
- Survey languages
- 7Survey languagesAsk customers and employees in their own language
- Question types
- 35+Question typesAdd CSAT, ratings and open questions next to NPS
NPS survey questions, answered
How is NPS calculated?
People answer on a 0-10 scale. Scores of 9-10 are promoters, 7-8 are passives and 0-6 are detractors. NPS is the percentage of promoters minus the percentage of detractors, so it ranges from -100 to +100. Passives count in the total but not in either group.
Is there a free NPS calculator?
Yes. The Claform NPS calculator is free and needs no account: enter how many promoters, passives and detractors you have and it shows your score and the share of each group. In Claform surveys the score is calculated for you.
What is a good NPS score?
Any score above zero means you have more promoters than detractors, but a good score depends on your industry, market and audience. Published benchmarks vary a lot by source, so compare your score with your own trend over time and with similar businesses.
What should I ask after the NPS question?
Ask why. A short open question such as "What is the main reason for your score?" gives you the reasons behind the number. With logic you can ask detractors what went wrong and promoters what they value most.
Can I run an eNPS survey for employees?
Yes. Employee NPS uses the same 0-10 question about recommending the company as a place to work, and an eNPS question is in the question library. Turn on anonymous responses so IP address, browser and location are not stored with answers.
How do I follow up with detractors automatically?
Create a workflow that starts on an NPS score below your chosen number. It can open a helpdesk ticket, post to Slack, email the team, assign an owner or send the respondent a text. Workflows are available on Professional and above.
Which plan do I need for NPS surveys?
The NPS question is included from the Starter plan. Workflows that follow up on detractors, the AI Analyst and WhatsApp sending are on Professional and above, which comes with a 7-day free trial. See Pricing for the monthly allowances of each plan.
Which channels can I send an NPS survey on?
Email, SMS, WhatsApp, voice calls, QR codes and print, kiosks, Slack and Microsoft Teams, plus a web link. WhatsApp and website embeds are on Professional and above. All answers land in one set of results.
Send your first NPS survey today
Create a free account with no credit card. The NPS question is on Starter and above, and workflows and the AI Analyst on Professional, which has a 7-day free trial.