Question types
Scale
A numbered scale with labels at each end, including Net Promoter Score (NPS) and customer satisfaction (CSAT).
A scale is a row of numbers with words at each end: "Not at all likely" … "Extremely likely". It's how NPS and CSAT surveys are asked, and it works for any agreement or likelihood question.
Settings
| Setting | What it does |
|---|---|
| Presets | One click sets up 1 to 5, 1 to 10, NPS (0 to 10) or CSAT (1 to 5), labels included. |
| Lowest and Highest | Where the scale starts and ends, anywhere from 0 to 10. The lowest must be below the highest. |
| Label at the low end and Label at the high end | Words shown under each end, such as "Very unsatisfied" and "Very satisfied". Optional. |
NPS and CSAT are presets of the scale rather than question types of their own, so you can adjust one afterwards: change the labels, or turn a CSAT into a 1 to 7 scale.
What respondents see
A row of numbered cells with your labels underneath at either end. They tap one, or press its number key, and the form moves on by itself a moment later. On a phone, a scale with more than seven points folds into two rows.
The answer
Stored as the number picked.
- CSV, emails and webhooks: the number, such as
9. - Insights (Premium): the Average ("Average 8.1 out of 10"), Lowest and Highest, and a bar per point in scale order.
Scales aren't encrypted, so they can be counted and averaged.
Working out NPS
NPS counts people who answered 9 or 10 as promoters and 0 to 6 as detractors. NPS = % promoters − % detractors. You can read those counts straight off the Insights bars, or work it out from a CSV export.
In logic
is, is not, is less than, is greater than, is answered, is not answered. A common NPS setup: score is less than 7 → "What's the one thing we could do better?", score is greater than 8 → "What do you love most?".
Dig deeper
Instead of branching, you can turn on a follow-up when the score is less than 7, which asks unhappy respondents why without adding a question to the form.