NPS surveys in Perno Company help you measure customer loyalty and collect feedback. Respondents rate how likely they are to recommend your company on a scale from 0 to 10 and can add a comment. You can share an anonymous link with multiple people or send an individual invitation, then analyze the results and receive notifications about new responses.
How to use NPS surveys in Perno Company
1. Open the NPS surveys section
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Log in to the Perno dashboard.
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Expand the Context menu in the top-right corner.
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Select Perno Company.
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Expand CRM in the menu on the left.
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Click NPS surveys.
The page shows your surveys and a results summary. To find a specific survey, enter its name or question in the Search field. You can also select a status in the Status field, then click Apply.
2. Create a survey
Click Create survey in the top-right corner. The Create NPS survey form will open.
Complete the following fields:
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Field |
What to enter or select |
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Survey language |
The language in which you write the survey content. |
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Survey name |
An internal name to identify the survey, e.g. “Customer feedback after project completion”. |
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NPS question |
The question displayed above the rating scale from 0 to 10. |
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Introduction |
An optional introduction explaining why you are collecting feedback. |
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Thank-you message |
A thank-you message displayed after a response is submitted. |
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Response notification email |
The email address that should receive notifications about new responses. |
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Status |
The survey status. Select Active to accept responses. |
Fields marked with an asterisk are required.
Example NPS question: “How likely are you to recommend our company to a friend or colleague?”
The Response notification email field defaults to your email address. You can change or remove it if you do not want notifications.
Click Save survey to save the survey. Click Cancel to discard its creation.
Only active surveys accept new responses.
3. Generate a response link
Open the survey details and click Generate response link.
Choose the link type that suits how you want to collect feedback:
|
Link type |
Purpose |
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Multiple responses |
A reusable anonymous link that collects responses from multiple people. |
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Single response |
A private single-use link that allows one response. |
You can share a Multiple responses link in a newsletter, on a website or in an email footer. It cannot be assigned to a specific named recipient.
To send an individual invitation:
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Enable Send the invitation by email now.
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Enter the recipient’s name and email address.
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Select the link language.
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Submit the form.
Perno will create a single-use link and automatically send the invitation to the specified recipient
.
4. Set the survey and link languages
The survey content and link language serve different purposes.
The survey contains one version of its question, introduction and thank-you message. Perno does not automatically translate this content.
Each generated link has its own language setting, which controls:
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interface labels;
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validation messages;
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the invitation email text.
Changing the link language does not translate the NPS question or other survey content. If you need a survey in another language, create a separate survey and write its content in that language.
5. Share links and manage invitations
Generated links appear in the Response links section on the survey details page.
From there, you can:
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copy a link and share it with recipients;
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open a link in a new tab;
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resend an individual email invitation;
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check how many responses were collected through each link.
The table shows the link type, language, recipient, response count and creation date. Available options appear in the Actions column.
After opening the link, the respondent selects a score from 0 to 10, optionally adds a comment and submits the response. The thank-you message is then displayed.
6. Check the survey results
The survey details page shows the following metrics:
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Metric |
Meaning |
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NPS |
The percentage of promoters minus the percentage of detractors. |
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Average score |
The average of the scores received. |
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Responses |
The total number of responses. |
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Response rate |
The response rate displayed by the system. |
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Promoters |
The number and percentage of people who selected 9–10. |
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Passives |
The number and percentage of people who selected 7–8. |
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Detractors |
The number and percentage of people who selected 0–6. |
The NPS score ranges from –100 to 100.
For example, if 60% of respondents are promoters and 20% are detractors, the NPS score is 40. Respondents in the Passives group are included in the total response count used to calculate percentages.
7. Review responses and comments
In the Responses section, you can switch between these tabs:
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All responses — every response;
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Promoters — scores of 9–10;
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Passives — scores of 7–8;
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Detractors — scores of 0–6.
The responses table shows:
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Respondent — respondent details, when available;
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Score — the rating given;
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Comment — a comment, if provided;
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Answered — the submission date.
Filtering by category lets you review feedback from promoters, passives
and detractors separately.
8. Manage the survey and notifications
To change the survey content or settings, click Edit on its details page.
If you enter an address in Response notification email, Perno sends a notification after every new response. The message includes the score, available respondent details, comment and a link to the survey results.
The current notification address appears below the survey question next to Response notifications. You can change or remove it when editing.
If email delivery temporarily fails, the notification remains pending and the system can automatically retry delivery.
