Case Study: Typeform achieves higher customer satisfaction and actionable NPS insights with Retently

How Does Typeform Boost Customer Satisfaction Using NPS

Typeform, a fast‑growing SaaS survey and form builder with over a million users, needed a scalable way to measure customer satisfaction, capture qualitative feedback, and act on it without overwhelming support. They partnered with Retently and used Retently’s customizable NPS survey platform to move beyond a single NPS number and surface the drivers of loyalty and churn across free and PRO users.

Using Retently, Typeform implemented a two‑question NPS flow (LTR score + follow‑up), sampled 11,000 active users, and automated data capture and routing via hidden fields, Google Analytics, Zapier and selective Zendesk ticketing. The Retently‑backed setup doubled expected response rates to 14%, generated 100+ signups from promoter tweets, eliminated the ~42% feedback drop by recording LTR clicks in GA, produced a PRO NPS of 56 (overall NPS ~33→37 at six months), revealed that promoters churn less while non‑respondents churn most, and scaled the program to thousands with minimal manual effort.

Typeform

David Apple

Director of Customer Success