Use case
Promoters and detractors — with the story attached
Run NPS the right way: score first, then AI follow-ups that diagnose detractors and harvest promoter language.
Why it works
NPS alone is a vanity metric. Pairing it with adaptive follow-ups turns it into product and CX fuel.
How to run it in Formit
Step 1
Generate an NPS instrument
0–10 score plus open follow-up fields ready for AI.
Step 2
Branch by band
Detractors get diagnostic questions. Promoters get referral and testimonial prompts.
Step 3
Close the loop
Route hot detractors to support; mine promoter language for marketing.
Practical tips
- Avoid surveying every week — protect response quality
- Cap follow-up depth at one or two questions
- Compare cohorts after major releases