- Scalability
- Smart analytics
- Centralized platform
- Flexible access settings
- Corporate design
- Complete security
- No-code builder
By type of business process
Launch an NPS survey and assess customer loyalty to your brand
Apply NPS in practice
Identify customers’ pain points
Analyze what frustrates customers — from product quality to customer support. Address issues before they lead to customer churn.
Turn customers into brand advocates.
Happy customers become your best sellers — they recommend you to their friends for free, reducing acquisition costs and increasing the average purchase value.
Reduce retention costs
Respond promptly to feedback and prevent the loss of dissatisfied customers, as it costs 5-7 times less than acquiring new ones.
Collect and process data through QForm
It’s fast and efficient thanks to modern technologies:
Determine the customer loyalty index
eNPS measures employee loyalty on a scale from -100 to +100.
After the survey, respondents are divided into three groups:
- Promoters (9–10 points) — loyal employees;
- Neutrals (7–8 points) — satisfied but without enthusiasm;
- Detractors (0–6 points) — dissatisfied with conditions.
After categorizing the responses, the proportion of promoters and detractors is calculated as a percentage of the total number of survey participants. The final index is calculated as the difference between these values.
Calculation formula
eNPS = (% of promoters) – (% of detractors)
What affects the NPS score?
- Loyalty to the company
- Satisfaction with working conditions
- Relationship with management
- Career prospects
- Corporate culture
- Motivation system
What does your NPS score mean and how to work with it?
These thresholds are approximate, and it’s better to compare your scores with competitors in your industry. For example, in retail and manufacturing, an eNPS of 30+ can be considered a good result. For IT companies, a score of 50+ is often the norm.
NPS ≥ 50
Clients recommend your brand
and become its advocates.
Recommendations
Implement referral programs. Encourage promoters with rewards such as discounts and bonuses.
Use their feedback in marketing. Share customer stories to attract new buyers.
Analyze why neutrals (7-8 points) do not give 9-10 scores. Remove these barriers.
NPS 0-49
Clients are satisfied, but without enthusiasm. They may switch to competitors.
Recommendations
Personalize communication – offer discounts on the next purchase or useful content based on their interests.
Improve weak points – if neutrals often mention slow delivery, optimize logistics.
Keep in touch – send helpful materials and brand news without aggressive sales tactics.
NPS < 0
Clients are dissatisfied with the service and company. High churn rate.
Recommendations
Contact critics via a call or a letter from management with apologies and a solution offer.
Fix the problem – offer clients with ratings 0-3 free service or product replacement.
Assign responsible managers to oversee each dissatisfied client.
Use QForm Advantages When Creating Surveys
1. QForm offers various survey fields — a classic 0 to 10 scale, visual ratings, or interactive elements to make the evaluation process intuitive for customers. You can configure survey conditions: limit the number of responses from one user, set timeframes for data collection, or activate the survey only after certain events, such as making a purchase.
2. To get the most useful data, a question branching system is provided. Customers who give low scores (0-6 points) automatically receive additional questions to clarify the reasons for dissatisfaction. This helps immediately identify problem areas that require attention.
3. The analytics within the personal account provides tools to work with the results. You can segment data by various parameters: customer types, regions, products, or time periods.
How else to use NPS for business?
Turn abstract numbers into concrete KPIs for the sales and service departments.
Develop a loyalty system for promoters (9-10 points): referral programs, exclusive offers, early access to new products.
Improve the customer experience in problem areas: refine the product, train support staff, speed up processes that critics complain about most often.
Develop a long-term relationship strategy: personalized communications, transparency of changes, regular NPS measurement after improvements.
NPS: Measure, Analyze, Improve
Difference between NPS and other metrics
NPS is a measure of the depth of the relationship between a customer and a brand. Unlike CSAT, which measures immediate satisfaction after a specific interaction, or CSI, which evaluates how well a product meets expectations, NPS shows how emotionally attached a customer is to the company. It answers the key question: is the person willing to risk their reputation by recommending you to others?
CSAT is useful for quick, targeted improvements — for example, when you need to understand why customers were disappointed with the last support call. CSI helps adjust the product by comparing it to expectations regarding price and quality. But only NPS provides a strategic advantage: it predicts whether customers will return and bring new buyers without additional marketing costs.
Research shows that companies with high NPS grow several times faster than the market. This happens because loyal customers (9-10 points) not only make repeat purchases more often but also become influencers.
How to Avoid Bias in Data Collection
First principle – consistency in measurement. Surveys should be conducted at regular intervals, such as quarterly, using a consistent methodology. This allows obtaining comparable data and tracking dynamics. When analyzing, external factors like seasonal demand fluctuations or marketing campaigns that may affect results should be considered.
Second principle – combining quantitative and qualitative data. Besides numerical indicators, it is important to analyze customers’ textual comments. For customers with low scores (0-6 points), specific reasons for dissatisfaction should be identified. Customers with high scores (9-10 points) can provide valuable information about the company’s competitive advantages.
Third principle – prompt response. The obtained data must be immediately used for improvement. Low scores require individual work with customers and fixing shortcomings. High scores create opportunities to attract new customers through referrals.
Conclusion
NPS remains the most effective tool for managing loyalty when properly collected, analyzed, and applied. Companies that systematically work with this metric gain not only accurate insights into customer attitudes but also concrete tools for business growth.
Why users choose QForm
With QForm, you get a convenient tool for measuring customer loyalty. The platform automates the entire process—from creating surveys to analyzing results—saving your time and resources.
Ready-made templates and a simple builder allow you to quickly launch NPS surveys tailored to your business. You can collect feedback through various channels: email, website, or social media.
All data is automatically analyzed: the system calculates the NPS index, identifies promoters and detractors, and saves text comments. Results are available in real time in clear reports.
QForm easily integrates with your CRM and other systems. You can set up automatic notifications for prompt response to feedback.
Data is securely protected and complies with legal requirements. If needed, results can be exported to Excel or PDF for further analysis.
We will implement forms and automate your workflows
Other solutions
