The template contains tables that hold general information about the Customers and Products. You can easily extend those tables with information that is relevant for your business. There is an Interactions table that keeps track of every interaction you have with your Customers about your Products. Some examples of possible interactions are the purchase of an item, a request for support, a complaint, attending a product demo and so on. Important is that each interaction has both a customer and a product. This allows to create views where interactions are grouped by either a Customer or a Product. The Surveys table collects all the ratings from various Customers about various Products. However, it’s not required to assign a customer to the survey since they can be completed anonymously. This table has a formula field Category that categorizes the ratings as either promoter, passive or detractor. This field is used in the Products table to calculate the final NPS for a product and in the Customers table to offer insights in the customer satisfaction. The Surveys table contains a form view that allows to add a new rating. You can share this form with your customers. However it is recommended to already prefill the customer and product in the form and hide those fields. This can be done by using the Survey prefill field from the Interactions table. Read this article for more information about prefilled forms.

Customers

This table contains both general information about your customers and offers insights about how they respond to surveys.

Fields

• Name. The customer’s first and last name.
• Email. The customer’s email address.
• Phone. The customer’s phone number.
• Interactions. This linked field to the Interactions table shows an overview of all the interactions the customers had with your organization.
• Number of interactions. This count field shows the total number of interactions of the customer.
• Surveys. This linked field to the Surveys table shows an overview of all surveys that the customer has completed.
• Number of surveys. This count field shows the total number of surveys the customer has completed.
• Promoter. This formula field calculates the absolute number of times the customer has responded to a survey with a promoter score (9 or 10).
• Promoter %. This formula field calculates the relative number of times—as a percentage—the customer has responded to a survey with a promoter score (9 or 10).
• Detractor. This formula field calculates the absolute number of times the customer has responded to a survey with a detractor score (< 7).
• Detractor %. This formula field calculates the relative number of times—as a percentage—the customer has responded to a survey with a detractor score (< 7).

Views

• All customers. Displays all customers sorted in chronological order of Promoter %.
• Customers with surveys. Displays the customers that have completed at least one survey sorted in chronological order of Number of surveys.
• Customers with promoter survey(s). Displays the customers that have completed at least one survey with a promoter score (9 or 10) sorted in chronological order of Promoter.
• Strong promoter customers. Displays the customers that have a Promoter % that is higher than 50.
• Customer with detractor survey(s). Displays the customers that have completed at least one survey with a detractor score (< 7) sorted in chronological order of Detractor.
• Strong detractor customers. Displays the customers that have a Detractor % that is higher than 50.

Products

This table contains both the general product information together with the information that comes from surveys. The NPS is calculated for each product.

Fields

• Name. The product’s name.
• Type. This single select field indicates the type of product or service.
• Category. This single select field indicates the category of the product.
• Description. The product’s short description.
• Interactions. The linked field to the Interactions table shows an overview of all the interactions related to this product.
• Number of interactions. This count field shows the total number of interactions related to this product.
• Surveys. This linked field to the Surveys table shows an overview of all surveys related to this product.
• Number of surveys. This count field shows the total number of surveys that were completed for this product.
• Promoters. This formula field calculates the absolute number of promoter scores (9 or 10) that the product has received.
• Promoters %. This formula field calculates the relative number - as a percentage - of promoter scores (9 or 10) that the product has received.
• Detractors. This formula field calculates the absolute number of detractor scores (< 7) that the product has received.
• Detractors %. This formula field calculates the relative number - as a percentage - of detractor scores (< 7) that the product has received.
• NPS. This formula field calculates the NPS by subtracting Detractors % from Promoters %.

Views

• All products. Displays all products sorted in chronological order of NPS.
• Products without surveys. Displays the products that have no completed surveys.
• Products with a positive NPS. Displays the products that have a positive NPS.
• Products with a negative NPS. Displays the products that have a negative NPS.
• Products by type. Displays all products in an kanban stacked by their Type.
• Products by category. Displays all products in a kanban stacked by their Category.

Interactions

This table contains information about the interactions the Customers had about a Product. The information in this table can be used to generate a link to a prefilled survey form.

Fields

Name. This formula field combines the Product and Type fields to offer a readable name for the interaction. Customer. This linked field to the Customer table holds the customer of the interaction. Product. This linked field to the Product table holds the product of the interaction. Date. This created on field holds automatically fills in the date and time of the interaction. Type. This single select field indicates the type of interaction. Comments. This long text field can offer additional information about the interaction. NPS. This lookup field show the NPS for the Product of the interaction. Customer name. This formula field converts the Customer field from a linked field to a text field. This is required to use the group by functionality in several views. Product name. This formula field converts the Product field from a linked field to a text field. This is required to use the group by functionality in several views. Survey prefill. This formula field generates a querystring that can be used when sending the Survey link to a Customer. It already prefills the Customer and Product fields of the survey.

Views

• All interactions. Displays all interactions sorted in chronological order of Date.
• Interactions grouped by customer. Displays all interactions grouped by the Customer.
• Interactions grouped by product. Displays all interactions grouped by the Product.
• Interactions by type. Displays all interactions in a kanban stacked by their Type.

Surveys

The table contains the results of the completed surveys. Each surveys is linked to a single product and can be completed either anonymous or by a customer.

Fields

• Name. This formula field combines the Category and Product fields to offer a readable name for the survey.
• Product. This linked field to the Product table holds the product of the survey.
• Product name. This formula field converts the Product field from a linked field to a text field. This is required to use the group by functionality in several views.
• Customer. This linked field to the Customer table holds the customer of the survey. This field will be empty if the survey is completed anonymous.
• Customer name.This formula field converts the Customer field from a linked field to a text field. This is required to use the group by functionality in several views.
• Anonymous. This boolean field indicates is the survey is completed anonymous or not.
• Date. This created on field holds automatically fills in the date and time that the survey was completed.
• Rating. This rating field has a score between 0 and 10 indicating how likely it is that the Customer recommends the Product or service.
• Category. This formula field determines in which category the Rating belongs. This can be Promoter (9 or 10), Passive (7 or 8) or Detractor (< 7).
• Motivation. This long text field can hold additional comments to motivate the rating.

Views

• All surveys. Displays all surveys sorted in chronological order of Date.
• Surveys with customer info. Displays the surveys that contain a Customer.
• Surveys without customer info. Displays the surveys that are filled in anonymously.
• Surveys grouped by category. Displays the surveys grouped by their Category.
• Surveys with a promoter result. Displays the surveys with a promoter Category.
• Surveys with a passive result. Displays the surveys with a passive Category.
• Surveys with a detractor result. Displays the surveys with a detractor Category.
• Add new survey. This form allows a customer to add a new survey. It is recommended to add a query string that prefills the Customer and Product. fields Take the following steps to generate a prefilled form:
  • Click the Share form button on top.
  • Select Create a private shareable link to the form.
  • Copy the generated URL. It looks like https://baserow.io/forms/xxx…
  • Add the following after the URL:
    • Anonymous survey: ?prefill_Anonymous=true&hide_Anonymous&hide_Customer
    • Prefilled customer: ?prefill_Anonymous=false&prefill_Customer={Name of the customer}&hide_Anonymous&hide_Customer
    • Prefilled customer and product: ?prefill_Anonymous=false&prefill_Customer={Name of the customer}&prefill_Product={Name of the product}&hide_Anonymous&hide_Customer&hide_Product