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Making the Most of User Feedback: Spot Trends & Take Action with NPS

Katie Timms, Customer Success, Typeform

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7 Videos (30m)
    • Introduction

    • Getting Started with NPS

    • Gathering Feedback

    • Processing Feedback

    • Taking Action

    • Conclusion

    • What's Next?


About This Class

In a data driven world, metrics are everything. But how can simple metrics help you understand your users? Can feedback turn into actionable data? Is it possible to know what your customers are really thinking?

Enter: the Net Promoter Score.

Used by thousands of companies worldwide, the Net Promoter Score represents how many of your users are likely to recommend, or “promote,” your business to people they know. It’s easy information to gather and a simple number to calculate. What’s not so simple? Figuring out what to do with it.  

Join Typeform’s customer success expert Katie Timms to learn how to use NPS effectively. From selecting your target customers to sharing your findings with the larger team, Katie shares the step-by-step process they’ve perfected to get you the information you need with one simple question: How likely are you to recommend our service to a friend or colleague?

You’ll learn how to:

  • Use Typeform to gather quality feedback
  • Calculate your Net Promoter Score
  • Categorize feedback into recognizable trends
  • Take action using your NPS

Whether you’re an individual entrepreneur or an established organization, you’ll leave this class ready to use Net Promoter Score to improve communications with your users, process feedback effectively, and take action to better your business.


Typeform lets you collect data in a conversational way. Conduct surveys, get feedback, generate leads, and much more. Remember, when you need good data—it’s people first, data second.

62 of 63 students recommendSee All

To the point and simple to apply for a wide range of businesses.
Rare to find videos with this much ground zero work being taught.
Ismael Portillo


This class was a nice, brief breakdown of NPS in general with some nice tips and pointers for processing the feedback you receive through the form. I'm excited to bring this back to my team and look for ways to implement some of Katie's suggestions. Thanks!





Katie Timms

Customer Success, Typeform

Katie is a Customer Success Manager at Typeform, 100% focussed on helping customers succeed when it comes to collecting data (the hint is in the job title!)

Works closely with the Customer Experience team as well as Product to help shape the customer's experience.

Katie lives in Barcelona, Spain and is loves practising her Spanish!

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