Measure NPS at the moment the experience happens

01

Use NPS for the relationship, not every transaction

Net Promoter Score asks how likely a customer is to recommend the business, product or service on a scale from 0 to 10. It is most useful as a repeatable relationship signal: the same audience, question and cadence tracked over time.

For feedback about a single delivery, support case or visit, CSAT is usually more specific. Use NPS when the team wants to understand overall recommendation intent and compare that signal across periods or locations.

• Promoters: scores 9–10
• Passives: scores 7–8
• Detractors: scores 0–6
• NPS = percentage of promoters minus percentage of detractors

02

Create the NPS campaign before its QR codes

The campaign owns the NPS question, follow-up questions, language, design, low-score threshold, alerts and response workflow. Create that definition once before deciding how many physical codes you need.

Then add a placement for each surface or location. Every placement receives a separate QR code while sharing the campaign, so a table card and receipt remain comparable without duplicating the form.

• One campaign keeps the question and reporting consistent
• Each placement keeps its own QR code and funnel
• Update the campaign without reprinting dynamic placements

03

Ask for the score, then the reason

Put the 0–10 question first. Follow it with one optional choice or text question such as “What is the main reason for your score?” The score shows direction; the reason gives the team something it can change.

A Mosaqo form can contain up to ten questions, but a physical QR survey should stay short. Contact details are optional, and consent to follow up is collected separately so anonymous feedback remains possible.

04

Read the score together with response and placement data

Mosaqo groups 9–10 as promoters, 7–8 as passives and 0–6 as detractors, then calculates NPS on the standard −100 to +100 range. The dashboard also keeps the underlying response distribution visible.

Do not compare the score without context. Track scans, page views, starts and submissions by placement as well as the NPS result. A location with few responses may have a collection problem rather than a customer-experience problem.

05

Respond to detractors without identifying everyone

Set a low-score threshold before launch and send alerts to the team that can act. Responses enter the shared inbox with their answers, campaign, placement and form version, where they can be assigned and moved through a resolution workflow.

If the respondent leaves contact details and agrees to follow-up, the team can close the loop directly. If not, location and placement patterns can still reveal an operational issue without identifying the person.

06

Keep the NPS trend comparable

Use the same wording, scale, audience and timing when comparing periods. A score collected after support is not directly comparable with one collected at a quarterly relationship check, even if both use 0–10.

Test every printed placement on a real phone before publishing. Confirm the prompt, language, form and thank-you state, then separate test responses from the live trend.