{"id":4005,"date":"2016-04-18T15:15:56","date_gmt":"2016-04-18T13:15:56","guid":{"rendered":"https:\/\/chartmogul.com\/blog\/?p=4005"},"modified":"2023-08-10T12:10:16","modified_gmt":"2023-08-10T10:10:16","slug":"typeform-nps-with-chartmogul","status":"publish","type":"post","link":"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/","title":{"rendered":"The one thing worse than a low NPS score"},"content":{"rendered":"<p><a href=\"https:\/\/twitter.com\/davidcapple\" target=\"_blank\" rel=\"noopener\">David Apple<\/a>\u00a0(Typeform&#8217;s Dir.\u00a0Customer Success) gave a great presentation recently on how they do Net Promotor Score (NPS)\u00a0at Typeform. \u00a0One thing that caught my eye was\u00a0how they&#8217;re piping the NPS scores as tags into ChartMogul and then using the <a href=\"https:\/\/chartmogul.com\/blog\/new-feature-segmentation\/\" target=\"_blank\" rel=\"noopener\">Segmentation features<\/a> to slice up and compare their\u00a0Net MRR Churn\u00a0Rate by NPS score.<\/p>\n<p>As expected the promotors had a better net revenue churn rate than the detractors, but the most interesting thing\u00a0was that the customers who didn&#8217;t respond to the survey at all had a much worse churn rate than even the customers who gave a negative score (between zero and six).<\/p>\n<blockquote><p>&#8220;Someone who gives us a low score on the NPS is still less likely to churn than someone who didn&#8217;t respond at all&#8221;<\/p>\n<p>&#8211; David Apple<\/p><\/blockquote>\n<p>Go directly to 11:18 to see the bit on ChartMogul (but I recommend watching the whole video which is full of great knowledge):<\/p>\n<p class=\"video-container\"><youtube-video videoid=\"gWdmrG4K4GQ\"><\/youtube-video><\/p>\n<h2>A quick reminder on NPS<\/h2>\n<p>We covered some details on Net Promoter Score (NPS) in our <a href=\"https:\/\/chartmogul.com\/blog\/the-ultimate-customer-success-cheat-sheet\/\">Customer Success Cheat Sheet<\/a>. Download a free copy\u00a0if you want a great overview of the topic.<\/p>\n<p>NPS has been proven as a leading indicator of growth, and is used widely as a benchmark against which businesses compare them- selves. An NPS survey asks all customers a single question:<\/p>\n<h3>How likely are you to recommend [your product] to someone else?<\/h3>\n<p>The customer can respond with a numeric score between zero and ten:<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4047 size-full-column\" src=\"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2016\/04\/Screenshot-2016-04-18-14.59.05-720x235.png\" alt=\"NPS definition\" width=\"720\" height=\"235\" srcset=\"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2016\/04\/Screenshot-2016-04-18-14.59.05-720x235.png 720w, https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2016\/04\/Screenshot-2016-04-18-14.59.05-300x98.png 300w, https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2016\/04\/Screenshot-2016-04-18-14.59.05-1024x334.png 1024w, https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2016\/04\/Screenshot-2016-04-18-14.59.05.png 1362w, https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2016\/04\/Screenshot-2016-04-18-14.59.05-300x98@2x.png 600w\" sizes=\"auto, (max-width: 720px) 100vw, 720px\" \/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Some insights from Typeform on carrying out NPS surveys, and what they do with the resulting data.<\/p>\n","protected":false},"author":4,"featured_media":2533,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1998],"tags":[76,147,150,148,149],"class_list":["post-4005","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-retention","tag-customer-success","tag-nps","tag-presentation","tag-typeform","tag-video"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>With NPS, there&#039;s one thing worse than a low score<\/title>\n<meta name=\"description\" content=\"Some insights from Typeform on carrying out NPS surveys, and what they do with the resulting data.\" \/>\n<meta name=\"robots\" content=\"index, follow\" \/>\n<link rel=\"canonical\" href=\"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"With NPS, there&#039;s one thing worse than a low score\" \/>\n<meta property=\"og:description\" content=\"Some insights from Typeform on carrying out NPS surveys, and what they do with the resulting data.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/\" \/>\n<meta property=\"og:site_name\" content=\"ChartMogul\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/chartmogul\" \/>\n<meta property=\"article:published_time\" content=\"2016-04-18T13:15:56+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-08-10T10:10:16+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2015\/09\/customer-success-header1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"3000\" \/>\n\t<meta property=\"og:image:height\" content=\"1250\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Nick Franklin\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@Nick_Franklin\" \/>\n<meta name=\"twitter:site\" content=\"@chartmogul\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Nick Franklin\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/\"},\"author\":{\"name\":\"Nick Franklin\",\"@id\":\"https:\/\/chartmogul.com\/blog\/#\/schema\/person\/6b83cb75c842d51f571cac6899f78790\"},\"headline\":\"The one thing worse than a low NPS score\",\"datePublished\":\"2016-04-18T13:15:56+00:00\",\"dateModified\":\"2023-08-10T10:10:16+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/\"},\"wordCount\":265,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/chartmogul.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2015\/09\/customer-success-header1.png\",\"keywords\":[\"customer success\",\"nps\",\"presentation\",\"typeform\",\"video\"],\"articleSection\":[\"Retention\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/\",\"url\":\"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/\",\"name\":\"With NPS, there's one thing worse than a low score\",\"isPartOf\":{\"@id\":\"https:\/\/chartmogul.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2015\/09\/customer-success-header1.png\",\"datePublished\":\"2016-04-18T13:15:56+00:00\",\"dateModified\":\"2023-08-10T10:10:16+00:00\",\"description\":\"Some insights from Typeform on carrying out NPS surveys, and what they do with the resulting data.\",\"breadcrumb\":{\"@id\":\"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/#primaryimage\",\"url\":\"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2015\/09\/customer-success-header1.png\",\"contentUrl\":\"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2015\/09\/customer-success-header1.png\",\"width\":3000,\"height\":1250,\"caption\":\"customer-success-headercustomer-success-header\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/chartmogul.com\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"The one thing worse than a low NPS score\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/chartmogul.com\/blog\/#website\",\"url\":\"https:\/\/chartmogul.com\/blog\/\",\"name\":\"ChartMogul\",\"description\":\"Get all your SaaS &amp; Subscription Metrics with a Single Click! MRR, churn, LTV and much more.\",\"publisher\":{\"@id\":\"https:\/\/chartmogul.com\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/chartmogul.com\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/chartmogul.com\/blog\/#organization\",\"name\":\"ChartMogul\",\"url\":\"https:\/\/chartmogul.com\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/chartmogul.com\/blog\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2019\/05\/ChartMogul-Logo.png\",\"contentUrl\":\"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2019\/05\/ChartMogul-Logo.png\",\"width\":278,\"height\":52,\"caption\":\"ChartMogul\"},\"image\":{\"@id\":\"https:\/\/chartmogul.com\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/chartmogul\",\"https:\/\/x.com\/chartmogul\",\"https:\/\/www.linkedin.com\/company\/chartmogul\/\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/chartmogul.com\/blog\/#\/schema\/person\/6b83cb75c842d51f571cac6899f78790\",\"name\":\"Nick Franklin\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/chartmogul.com\/blog\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2025\/10\/Screenshot-2025-10-16-at-10.33.51.png\",\"contentUrl\":\"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2025\/10\/Screenshot-2025-10-16-at-10.33.51.png\",\"caption\":\"Nick Franklin\"},\"description\":\"CEO, ChartMogul\",\"sameAs\":[\"http:\/\/@Nick_Franklin\",\"https:\/\/x.com\/Nick_Franklin\"],\"url\":\"https:\/\/chartmogul.com\/blog\/author\/nick\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"With NPS, there's one thing worse than a low score","description":"Some insights from Typeform on carrying out NPS surveys, and what they do with the resulting data.","robots":{"index":"index","follow":"follow"},"canonical":"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/","og_locale":"en_US","og_type":"article","og_title":"With NPS, there's one thing worse than a low score","og_description":"Some insights from Typeform on carrying out NPS surveys, and what they do with the resulting data.","og_url":"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/","og_site_name":"ChartMogul","article_publisher":"https:\/\/www.facebook.com\/chartmogul","article_published_time":"2016-04-18T13:15:56+00:00","article_modified_time":"2023-08-10T10:10:16+00:00","og_image":[{"width":3000,"height":1250,"url":"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2015\/09\/customer-success-header1.png","type":"image\/png"}],"author":"Nick Franklin","twitter_card":"summary_large_image","twitter_creator":"@Nick_Franklin","twitter_site":"@chartmogul","twitter_misc":{"Written by":"Nick Franklin","Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/#article","isPartOf":{"@id":"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/"},"author":{"name":"Nick Franklin","@id":"https:\/\/chartmogul.com\/blog\/#\/schema\/person\/6b83cb75c842d51f571cac6899f78790"},"headline":"The one thing worse than a low NPS score","datePublished":"2016-04-18T13:15:56+00:00","dateModified":"2023-08-10T10:10:16+00:00","mainEntityOfPage":{"@id":"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/"},"wordCount":265,"commentCount":0,"publisher":{"@id":"https:\/\/chartmogul.com\/blog\/#organization"},"image":{"@id":"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/#primaryimage"},"thumbnailUrl":"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2015\/09\/customer-success-header1.png","keywords":["customer success","nps","presentation","typeform","video"],"articleSection":["Retention"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/","url":"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/","name":"With NPS, there's one thing worse than a low score","isPartOf":{"@id":"https:\/\/chartmogul.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/#primaryimage"},"image":{"@id":"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/#primaryimage"},"thumbnailUrl":"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2015\/09\/customer-success-header1.png","datePublished":"2016-04-18T13:15:56+00:00","dateModified":"2023-08-10T10:10:16+00:00","description":"Some insights from Typeform on carrying out NPS surveys, and what they do with the resulting data.","breadcrumb":{"@id":"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/#primaryimage","url":"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2015\/09\/customer-success-header1.png","contentUrl":"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2015\/09\/customer-success-header1.png","width":3000,"height":1250,"caption":"customer-success-headercustomer-success-header"},{"@type":"BreadcrumbList","@id":"https:\/\/chartmogul.com\/blog\/typeform-nps-with-chartmogul\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/chartmogul.com\/blog\/"},{"@type":"ListItem","position":2,"name":"The one thing worse than a low NPS score"}]},{"@type":"WebSite","@id":"https:\/\/chartmogul.com\/blog\/#website","url":"https:\/\/chartmogul.com\/blog\/","name":"ChartMogul","description":"Get all your SaaS &amp; Subscription Metrics with a Single Click! MRR, churn, LTV and much more.","publisher":{"@id":"https:\/\/chartmogul.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/chartmogul.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/chartmogul.com\/blog\/#organization","name":"ChartMogul","url":"https:\/\/chartmogul.com\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/chartmogul.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2019\/05\/ChartMogul-Logo.png","contentUrl":"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2019\/05\/ChartMogul-Logo.png","width":278,"height":52,"caption":"ChartMogul"},"image":{"@id":"https:\/\/chartmogul.com\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/chartmogul","https:\/\/x.com\/chartmogul","https:\/\/www.linkedin.com\/company\/chartmogul\/"]},{"@type":"Person","@id":"https:\/\/chartmogul.com\/blog\/#\/schema\/person\/6b83cb75c842d51f571cac6899f78790","name":"Nick Franklin","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/chartmogul.com\/blog\/#\/schema\/person\/image\/","url":"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2025\/10\/Screenshot-2025-10-16-at-10.33.51.png","contentUrl":"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2025\/10\/Screenshot-2025-10-16-at-10.33.51.png","caption":"Nick Franklin"},"description":"CEO, ChartMogul","sameAs":["http:\/\/@Nick_Franklin","https:\/\/x.com\/Nick_Franklin"],"url":"https:\/\/chartmogul.com\/blog\/author\/nick\/"}]}},"_links":{"self":[{"href":"https:\/\/chartmogul.com\/blog\/wp-json\/wp\/v2\/posts\/4005","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/chartmogul.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/chartmogul.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/chartmogul.com\/blog\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/chartmogul.com\/blog\/wp-json\/wp\/v2\/comments?post=4005"}],"version-history":[{"count":10,"href":"https:\/\/chartmogul.com\/blog\/wp-json\/wp\/v2\/posts\/4005\/revisions"}],"predecessor-version":[{"id":19899,"href":"https:\/\/chartmogul.com\/blog\/wp-json\/wp\/v2\/posts\/4005\/revisions\/19899"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/chartmogul.com\/blog\/wp-json\/wp\/v2\/media\/2533"}],"wp:attachment":[{"href":"https:\/\/chartmogul.com\/blog\/wp-json\/wp\/v2\/media?parent=4005"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/chartmogul.com\/blog\/wp-json\/wp\/v2\/categories?post=4005"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/chartmogul.com\/blog\/wp-json\/wp\/v2\/tags?post=4005"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}