NPS follow-up conversations
A score tells you how many promoters you have. It doesn't tell you what to change. Formfex asks for the score, then for the reason, and follows up until the reason is specific.
Start freeThe score is the easy part
"Why did you give that score?" with an empty text box gets one-word answers: "support", "price", "fine". You can't tell what about support, or whether it was good or bad.
Formfex asks the score question and then the why, and if the answer is a single word it asks once more for the specific moment or feature behind it.
What the interview looks like
Example conversation, written for illustration. It is not real respondent data.
- Formfex
On a scale from 0 to 10, how likely are you to recommend us to a colleague?
- Respondent
7
- Formfex
What's the main reason for a 7 rather than a higher score?
- Respondent
Support.
- Formfex
What happened with support that held the score back?
- Respondent
Answers are good but take two days. We needed help the same day.
What you get back
The score and the driver come back as separate fields, so you can filter one by the other.
| Field | Example value |
|---|---|
| Score | 7 |
| Main driver | Support response time |
| Specifics | Good answers, about two days to arrive; same-day help needed |
Questions to ask AI Chat
Once responses arrive, ask AI Chat (Ask Your Data in the product) about them in plain language. It answers from that form's own responses and shows which ones it drew on.
- “What do passives (7–8) mention most often?”
- “What do detractors say that promoters never mention?”
- “Which drivers come up with a specific example rather than a general complaint?”
Where it fits
- Asking the score and the reason in one conversation
- Following up on one-word answers
- Returning score and driver as fields for export
- Summarising drivers across responses
Where it doesn't
- Scheduling recurring NPS sends: you share the link when you choose
- Benchmarking your score against other companies
- Calculating NPS trends over time inside Formfex; export the data for that
Frequently asked questions
Related guides
Find out what you need to know
Describe what you want to learn. Formfex runs the conversation and hands back structured data. Free to start, no credit card.
Start free