The best way to use NPS surveys
Trustmary has a unique method of not only measuring NPS but also using it to build trust.
1. Measure NPS
Find out your overall Net Promoter Score.
2. Get feedback
Use feedback to improve customer experience.
3. Get reviews
Turn open feedback into testimonials and reviews.
With Trustmary Method, you make the most out of your NPS surveys.
The average response rate is 20% and the average review rate is 40% – results that not every other tool can deliver.
Here’s what customers say about Trustmary
(These comments are collected by using the NPS surveys.)
Why measure Net Promoter Score?
Net Promoter Score is the most used customer loyalty and customer satisfaction metric. It’s also an effective tool for collecting reviews.
With Trustmary Method, you can turn NPS into a three-in-one survey that benefits your whole business, from customer service to sales and marketing.
Track customer satisfaction
A business is nothing without satisfied customers. NPS is the best tool for monitoring customer satisfaction and loyalty.
- Find out which customers are about to churn
- Learn who your greatest advocates are.
- Follow customer satisfaction trends over time to see where you are going.
Improve customer experience
Net Promoter Score with additional questions gives you insights on various customer touch points, and a chance to improve the customer experience. Identify your success moments, and send an NPS survey to get the insights you need.
- Send NPS surveys at the right time.
- Include open-ended questions.
- Learn which customer touch points need improvements.
Let customers advocate for you
Request reviews from your NPS Promoters and use them in your marketing efforts to build trust.
- Request reviews in text and video form.
- Use reviews on your website and social media.
- Boost your website conversions by over 20%.
Grow your business with customer insights
Improving NPS also leads to improving your business overall.
- Improve customer experience based on feedback.
- Follow your success with NPS trends.
- Use reviews to acquire more customers.
How do you calculate Net Promoter Score?
Net Promoter Score (NPS) is a simple yet powerful metric that measures customer loyalty and satisfaction. It ranges from −100 to 100, offering a clear snapshot of how your customers feel about your brand. Customers are grouped into three categories based on their response to the 0–10 rating question:
Promoters (9–10): Enthusiastic customers who are highly likely to recommend your business to others.
Passives (7–8): Satisfied customers, but not as loyal or as likely to promote your brand.
Detractors (0–6): Unhappy customers who may share negative feedback or not recommend your company.
NPS Calculation
To calculate your NPS, subtract the percentage of detractors from the percentage of promoters:
Promoters: 61%, Detractors: 18%
NPS Formula:
61% (Promoters) − 18% (Detractors) = 43
Your NPS score is a direct reflection of your customer experience, and a higher score indicates stronger customer loyalty and satisfaction.
Start measuring NPS and grow your business.
Benefits of Using the NPS Survey Tool
- Automate and unify customer loyalty measurement
- Trigger follow-ups for non-responders
- Track a single numerical value over months, quarters and years to spot trends
- Benchmark your numbers against industry standards
- Identify your brand’s Promoters, Passives, and Detractors – and create a targeted approach for each segment
- Share insights internally with integrations and reports
Automated and flexible Net Promoter Score surveys
Trustmary is designed to make the feedback and review process as simple and effective as possible.
We want to make sure you save time each day while you reach maximal growth.
That’s why you can completely automate the NPS collection.
Send via different channels
Choose the best channel to distribute your NPS surveys:
- Email automation
- QR Code
- NFC stands
- Direct link
- SMS (only in EU/EEA)
- Website embeds
- Email signature
Integrations to make your life easier
We integrate seamlessly with your other daily tools, which enables smarter automation flows and saves you time.
- Native Pipedrive and HubSpot CRM integrations for customer data transfer
- WordPress and many other website builders and CMS to embed NPS surveys
- Slack, Teams, or other communication apps for instantly sharing feedback
- And thousands of automations between apps via Zapier or Make
Customizable NPS surveys
We have pre-optimized our NPS forms to maximize the response rate and completion rate. The survey is also automatically adapted to your brand’s style.
If you wish, you can manually further customize and edit the surveys with the easy survey-maker.
Extensive reporting
Our reporting enables you to create customized reports for different segments and share them with others.
- Shareable Dashboard views
- Customizable reports
- Segmentation of data
Professional support
Our Customer Success -team is there to help you with any questions you might have, whether big or small. They’ve helped hundreds of different customers optimize their NPS and feedback flows.
- Get swift help from live chat.
- Consult the CS team with strategic questions.
Start using the best NPS Survey Tool!
Starting out is completely free, no strings attached. Upgrade your plan if you need more responses.
Further features
Discover more unique features of Trustmary’s Net Promoter Score surveys.
Automatic branding
Your brand logos and colors are fetched from your website, and you can make tweaks to individual NPS surveys. It’s important to make the survey reflect your brand, so the recipient can immediately recognize which brand wants to hear their opinion.
Secure and compliant
A GDPR-compliant tool that keeps your and your customers’ data safe inside the EU.
Manage feedback and social proof
Collect open feedback, testimonials, and reviews with one simple survey – and manage them easily. Publish new social proof on your website with one click using all-in-one review widgets.
Multilingual
Create NPS survey in multiple languages: EN, ES, DE, FR, NL, FI, SE, and more.
Mobile friendly
NPS surveys are optimized to work on all devices, making the experience smooth and easy. This improves the survey response rates.
Quick templates
Ready-made templates for quick setup or easy survey maker for custom surveys.
Success stories from our customers
Companies around the world have reached great results with Trustmary.
Frequently Asked Questions
A Net Promoter Score survey is a straightforward way to measure customer satisfaction and loyalty. It asks customers one key question: “On a scale of 0-10, how likely are you to recommend our company to a friend or colleague?”
You can start measuring NPS for free. The free plan includes a set number of monthly responses. It can be enough for small companies, but if you wish to extensively collect NPS responses, we recommend a bigger plan. View pricing to learn more about different Trustmary plans.
Net Promoter Score can be measured from the whole customer base for example once every quarter or by creating automation after delivery of your product or service. Please find more info from our NPS guide.
Yes, definitely. We recommend asking one or two open-ended questions and converting them into testimonials in addition to asking only NPS.
It depends quite a lot on the industry, but you can generalize that usually, an NPS of over 50 is already very good in almost any industry. You can find more info from our article on NPS by Industry.
The best NPS survey tool fits your company’s needs, and its pricing scales with usage. An NPS tool allows users to easily create, distribute, and analyze NPS surveys. With Trustmary, you can achieve that, but also gather testimonials with the same NPS forms you’re using to measure NPS.
Absolutely. You can tailor the surveys to reflect your brand and specific requirements.
Ready to get started?
Try the NPS surveys for free yourself or book a meeting to discuss your needs.