What is NPS?

Net Promoter Score (NPS) is one of the most widely used metrics for measuring customer loyalty. Linkbreakers makes collecting NPS simple by turning any QR code into an instant feedback channel.

What is NPS?

Net Promoter Score (NPS) is a customer loyalty metric based on one question:

"How likely are you to recommend us to a friend or colleague?"

Customers answer on a scale from 0 to 10. Based on their response, they fall into three categories:

Score	Category	Meaning
9-10	Promoters	Loyal customers who actively recommend you
7-8	Passives	Satisfied but not enthusiastic customers
0-6	Detractors	Unhappy customers who may discourage others

How is NPS calculated?

NPS is calculated using this formula:

NPS = % Promoters − % Detractors

The score ranges from -100 to +100:

NPS Range	Interpretation
Below 0	Needs improvement
0 to 30	Good
30 to 50	Great
50 to 70	Excellent
Above 70	World-class

Why NPS matters

NPS predicts business growth. Companies with higher NPS scores typically see:

• Higher customer retention rates
• More word-of-mouth referrals
• Lower customer acquisition costs
• Better revenue growth over time

The problem with traditional NPS collection

Most businesses collect NPS through email surveys sent days or weeks after an experience. This approach has significant drawbacks:

• Low response rates: Email surveys typically get 5-15% response rates
• Delayed feedback: Customers forget details over time
• Lost context: You don't know where or when the experience happened
• Survey fatigue: Customers ignore yet another email

How Linkbreakers solves NPS collection

Linkbreakers lets you collect NPS at the exact moment of experience using QR codes. Place a QR code on receipts, packaging, table tents, or displays, customers scan and rate you immediately.

Key benefits

Traditional NPS	NPS with Linkbreakers
5-15% response rate	40-70% response rate
Feedback days later	Instant feedback
No location context	Know exactly where feedback came from
Email required	Works for anonymous visitors
Separate survey tool needed	Built into your QR code workflow

How it works

1. Create a QR code in Linkbreakers
2. Add a form step with a rating field (0-10 scale)
3. Optionally add a follow-up question for context
4. Place your QR code where customers interact with your product or service
5. View responses in real-time on your dashboard

Example NPS workflow

A typical Linkbreakers NPS workflow looks like this:

1. QR Code Scan → Customer scans at point of experience
2. Rating Form → "How likely are you to recommend us?" (0-10)
3. Follow-up → "What's the main reason for your score?" (optional)
4. Thank You → Redirect to thank you page or next action

Where to place NPS QR codes

The best placements capture feedback at the moment of experience:

Location	Use Case
Receipts	Post-purchase satisfaction
Product packaging	Product experience feedback
Table tents	Restaurant or service feedback
Store displays	In-store experience
Event badges	Event satisfaction
Support tickets	Service quality rating

Getting started

To start collecting NPS with Linkbreakers:

1. Go to your Linkbreakers dashboard
2. Create a new QR code
3. Add a form step with a rating field
4. Configure your NPS question
5. Download and place your QR code

For detailed instructions on building NPS forms, see How to create NPS and product feedback forms.

Frequently Asked Questions

What is a good NPS score?

Any score above 0 is considered acceptable. Scores above 50 are excellent, and scores above 70 are world-class. However, NPS benchmarks vary by industry, focus on improving your score over time rather than comparing to others.

How often should I measure NPS?

Measure NPS after key customer interactions rather than on a fixed schedule. QR codes make this easy by capturing feedback at natural touchpoints like purchases, service interactions, or product usage.

Can I collect NPS anonymously?

Yes. Linkbreakers forms work without requiring contact information. You can make email or name fields optional, allowing customers to submit anonymous feedback while still giving others the option to identify themselves.

How is NPS different from customer satisfaction (CSAT)?

NPS measures likelihood to recommend (loyalty), while CSAT measures satisfaction with a specific interaction. NPS is a better predictor of long-term customer behavior and business growth.

What should I do with NPS feedback?

Act on it. Follow up with detractors quickly to resolve issues. Thank promoters and invite them to leave public reviews. Use passive feedback to identify improvement opportunities. Track trends over time to measure the impact of changes.