Are you familiar with NPS (Net Promoter Score), one of the most widely used methods for measuring customer satisfaction? This article will be useful for CXOs, PMs, marketers, and BMs who rely on customer metrics for direct or indirect decision-making.

These days, most companies directly collect various forms of customer data, from simple polls to large-scale surveys. However, after looking around, we found that many people in charge still struggle with everything from designing surveys to collecting responses and analyzing data.

NPS offers a highly simplified and quantifiable survey method, making it a popular choice when quick, evidence-based decisions are needed amid busy schedules.

You can conduct an NPS survey at specific times—like after a product update or in response to external events—and compare scores before and after. For example, if an app update results in more positive reviews, this trend can be confirmed more clearly through an NPS survey with just 2–3 simple questions.

1. Why Walla Forms Are Effective for NPS Surveys

Why use Walla Forms over countless other survey tools on the market? The Walla team continuously refines the user experience (UX), offering practical and functional advantages.

1) Corporate-Level Forms that Instantly Build Brand Trust

Without any development (e.g., publishing or frontend work), you can upload your logo and brand colors to create a customized corporate survey. Even design details—like adjusting element positions—are easy to reflect, making the form look like an in-house professional survey. In reality, it takes much less time to build.

2) Versatile Question Types for Any Purpose

Score-based linear scale questions help customers respond quickly to the NPS question. This is the familiar type where users choose a score on a horizontal line, typically from 1 to 5.

Of course, Walla supports all the standard types like short answer, multiple choice, etc. Because surveys often require users to invest time and effort, it’s crucial to provide an interface that's fast and familiar. Walla enhances even basic features with thoughtful visual design and polish.

3) Mobile Optimization

With over 80% of users browsing the internet on mobile devices, mobile optimization is essential—especially for surveys, where users need to type and navigate between questions smoothly.

Walla has put extra care into mobile optimization, considering the needs of businesses aiming to boost completion rates. The result is higher response accuracy and satisfaction for both businesses and users.

4) Reporting and Analysis Tools

Survey responses are automatically collected in real time. Results are displayed on a dashboard, and data can be easily analyzed through CSV downloads or Google Sheets integration. (Real-time auto-reporting is available as a premium “Advanced Sheets” feature in the Enterprise plan.)

This section is more important than it might seem. Company staff need to visualize the data for presentations and reports. The Walla team also considered how companies might combine survey data with other internal datasets during reporting.

2. A Quick Guide to the NPS Survey Process

NPS (Net Promoter Score) relies on simple, clear questions. However, segmenting customer types and preparing for how scores will be used requires thoughtful planning.

1) Define the Purpose

First, set a clear objective for your survey. Since NPS surveys should be simple and focused, it's important to narrow the scope:

• Example 1: Measure customer loyalty to guide service improvements

• Example 2: Evaluate satisfaction with a recent campaign/event

• Example 3: Analyze satisfaction differences between new and returning customers

2) Compose the Survey Questions

An NPS survey typically includes one core question and a few supporting questions. The core question must be clear, with unambiguous scoring.

📌 Core Question (NPS Score Evaluation):
“How likely are you to recommend this product/service to a friend or colleague?” (0–10 scale)

📌 Supporting Questions (Reason & Feedback):

• Example 1: “What is the main reason for your score?” (Short answer)

• Example 2: “What aspect of our service did you find most satisfying?” (Multiple choice)

• Example 3: “What do you think needs improvement?” (Short answer)

3) Distribute the Survey (Collect Responses)

Once your questions are ready, distributing the survey link effectively is key.

The form link can be shared across multiple platforms: email marketing, newsletters, SMS, KakaoTalk notifications, CRM channels, event pages with CTAs, and even offline through QR codes on product packaging or thank-you notes.

You can also customize the link after the slash (“/”) for easier recognition or use link shortening if the original is too long.

4) Organize and Integrate the Data

After responses are collected, results can be viewed in the dashboard. Integration with tools like Google Sheets, Notion, Slack, and Jira helps working professionals easily manage data. (These tools are examples specifically supported by Walla Forms.)

5) Reporting and Interpreting Results

Now you can segment NPS scores by respondent type or criteria and analyze the data. Keyword clustering—identifying frequently mentioned terms—can help uncover key themes for improvement.

Since NPS surveys are straightforward with few questions, analyzing the results is generally easier than with other surveys.

Don’t forget: NPS is more than a simple survey—it’s a crucial process for improving customer relationships and loyalty.

Don’t forget: NPS is more than a simple survey—it’s a crucial process for improving customer relationships and loyalty.

🔁 Summary of Walla Form Features Mentioned

✅ Rapid survey creation – Use templates for instant NPS setup
✅ High response rate – Mobile-friendly UI for easy participation
✅ Auto data analysis – Real-time insights via live reports
✅ Extensive integrations – Easily connect with CRM and marketing tools