✓ Ordinary post-service feedback
✓ Small-team tool choice
✓ Careful manual review
✓ Aggregate planning examples
— Clinical or legal decisions
— Employment, housing or credit eligibility
— Public testimonial campaigns
— Pre-sale quotation funnels
Different questions answer different jobs
A recommendation question concerns stated willingness to recommend. A satisfaction question concerns a defined experience. A direct operational question may ask whether instructions were clear. These are not interchangeable measurements. For a narrow service correction, the direct question can be easier to connect to action than a broad relationship score.
Keep scoring separate from explanation
The standard NPS calculation subtracts the share of detractors, ratings zero through six, from the share of promoters, nine and ten; seven and eight remain in the total. Yay! Forms documents a native NPS question and calculation. A calculated score still does not explain why respondents chose their answers or establish future retention.
A fictional comparison
Out of ten valid NPS answers, five are promoters, three are passives and two are detractors. The score is 30. If the next collection has a different eligible group or question timing, a different score cannot simply be called an improvement. Keep the counts, wording, period and collection method with the number.
Do not turn feedback into review gating
An internal feedback question should not be used to hide criticism or solicit public reviews only from favorable respondents. Public testimonial and review campaigns are outside this guide’s task. If the actual need is to understand a service problem, review the explanation and choose a proportionate operational follow-up.
Keep arithmetic and interpretation in separate boxes
For the fictional ten-answer example, promoters are 50% and detractors 20%; subtracting gives 30. Passives are not discarded from the denominator. That calculation can be checked exactly, while the business interpretation remains uncertain. Avoid claiming that a score of 30 is universally good or bad without a relevant, comparable basis. If a different rating scale was used, do not label its result NPS merely because it can also be expressed as a number.
What this comparison can—and cannot—settle
This guide draws on Yay! Forms NPS documentation. Merchant-controlled records describe the provider’s own capabilities, terms or standards; they do not independently validate those claims. These records do not establish independent confirmation of the product claims.
Verify any current price, plan limit, label direction, compatibility rule, or commercial term that would materially change the decision. The dated source ledger shows the underlying records so this conclusion can be checked and updated.
Sources used for this page
These records support the facts and comparisons above. Merchant-controlled records are labelled so you can separate product claims from independent evidence.
- Yay! Forms NPS documentation — Merchant documentation · yayforms.com · Merchant-controlled · checked 2026-10-01