NPS survey tool: measure, follow up, and act on Net Promoter Score
Formspring is an NPS survey tool that does more than collect a score. The 0-10 question is first-class, promoters and detractors are scored automatically, branching routes detractors to a "what went wrong" follow-up while promoters get a review ask, and AI clusters the open-text answers into themes. Data is EU-hosted and yours. NPS surveys run on Pro plans and above.
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 EU data centres, 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, 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.
Questions people ask.
Does Formspring calculate the NPS score automatically?
Yes. The 0-10 recommend question is a first-class survey type. Each response is bucketed into detractor (0-6), passive (7-8), or promoter (9-10) and the index is tracked for you - no manual calculation or spreadsheet.
Can I ask detractors and promoters different follow-up questions?
Yes. Branching routes detractors to a "what went wrong?" diagnosis question and promoters to a review or referral ask, and both paths can reconverge on shared closing questions. It is configured visually, with no code.
How do I analyze the open-text reasons at scale?
AI insights cluster the "main reason for your score" answers into themes, surface representative quotes, and track sentiment across waves, so you read minutes of summary instead of days of verbatims. Spot-check the themes against raw quotes before acting on them.
How often should I run an NPS survey?
On a steady relationship cadence - quarterly or twice a year - rather than after individual transactions, with consistent timing and channel so your trend line stays comparable. NPS measures relationship strength; CSAT and CES are the better fit for measuring specific interactions.
Is NPS available on the free plan?
No. NPS surveys, branching, and AI insights start on the Pro plan ($19/mo), which includes 5,000 monthly submissions across forms, surveys, and funnels. The free plan covers a single contact form, plus short links, polls, and one bio page.