Relationship NPS Survey (B2B)
Unlike transactional NPS, Relationship NPS measures the overall health of a B2B partnership over time. This comprehensive survey evaluates not just likelihood to recommend, but also key relationship drivers like responsiveness, expertise, trust, and value delivery. Use it for quarterly business reviews, account health checks, or strategic relationship assessments. The multi-dimensional approach helps identify specific areas to strengthen and celebrate.
Try the Form
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
180
181
182
183
184
185
186
187
188
189
190
191
192
193
194
195
196
197
198
199
200
201
202
203
204
205
206
207
208
209
210
211
212
213
214
215
216
217
218
219
220
221
222
223
224
225
226
227
228
229
230
231
232
233
234
235
236
237
238
239
240
241
242
243
244
245
246
247
248
249
250
251
252
253
254
255
256
257
258
259
260
261
262
263
264
265
266
267
268
269
270
271
272
273
274
275
276
277
278
279
280
281
282
283
284
285
286
287
288
289
290
291
292
293
294
295
296
297
298
299
300
301
302
303
304
305
306
307
308
309
310
311
312
313
314
315
316
317
318
319
320
321
322
323
324
325
326
327
328
329
330
331
332
333
334
335
336
337
338
339
340
341
342
343
344
345
346
347
348
349
350
351
352
353
354
355
356
357
358
359
360
361
362
363
364
365
366
367
368
369
370
371
372
373
374
375
376
377
378
379
380
381
382
383
384
385
386
387
388
389
390
391
392
393
394
395
396
397
398
399
400
401
402
403
404
405
406
407
408
409
410
411
412
413
414
415
416
417
418
419
420
421
422
423
424
425
426
427
428
429
430
431
432
433
434
435
436
437
438
439
440
441
export function npsRelationshipSurvey(form: FormTs) {
// Relationship NPS Survey for B2B Partnerships
// Demonstrates: RatingScale (NPS), StarRating x5, MatrixQuestion, EmojiRating, SuggestionChips
// Advanced: Conditional visibility, Dynamic labels/styling, npsCategory(), Multi-dimensional assessment
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Relationship Health Check',
computedValue: () => 'Help us strengthen our partnership by sharing your perspective.',
customStyles: {
backgroundColor: '#1e40af',
color: 'white',
padding: '28px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Core NPS Question
// ============================================
const npsSection = form.addSubform('npsSection', {
title: 'Overall Recommendation',
customStyles: () => {
const category = npsSection.ratingScale('relationshipNps')?.npsCategory();
if (category === 'promoter') return { backgroundColor: '#ecfdf5', padding: '20px', borderRadius: '10px', borderLeft: '4px solid #10b981' };
if (category === 'passive') return { backgroundColor: '#fffbeb', padding: '20px', borderRadius: '10px', borderLeft: '4px solid #f59e0b' };
if (category === 'detractor') return { backgroundColor: '#fef2f2', padding: '20px', borderRadius: '10px', borderLeft: '4px solid #ef4444' };
return { padding: '20px', borderRadius: '10px', border: '1px dashed #94a3b8' };
}
});
npsSection.addRow(row => {
row.addRatingScale('relationshipNps', {
preset: 'nps',
label: 'How likely are you to recommend our company to a business colleague or partner?',
showCategoryLabel: true,
showSegmentColors: true,
showConfettiOnPromoter: true,
isRequired: true
});
});
npsSection.addSpacer({ height: '16px' });
npsSection.addRow(row => {
row.addTextarea('npsReason', {
label: () => {
const category = npsSection.ratingScale('relationshipNps')?.npsCategory();
switch (category) {
case 'promoter': return "Wonderful! What makes our partnership stand out?";
case 'passive': return "Thanks for your honesty. What would elevate our partnership to exceptional?";
case 'detractor': return "We appreciate your candor. What has fallen short of expectations?";
default: return 'Please share the reasoning behind your rating';
}
},
placeholder: () => {
const category = npsSection.ratingScale('relationshipNps')?.npsCategory();
if (category === 'promoter') return 'Share what makes working with us valuable...';
if (category === 'passive') return 'Your insights will help us improve...';
if (category === 'detractor') return 'We take this seriously and want to understand...';
return 'Your feedback helps us serve you better...';
},
rows: 3,
autoExpand: true,
isVisible: () => npsSection.ratingScale('relationshipNps')?.value() != null
});
});
// ============================================
// SECTION 2: Relationship Dimensions (Star Ratings)
// ============================================
const dimensionsSection = form.addSubform('dimensionsSection', {
title: () => {
const category = npsSection.ratingScale('relationshipNps')?.npsCategory();
if (category === 'promoter') return 'What We Do Well';
if (category === 'detractor') return 'Where We Can Improve';
return 'Partnership Dimensions';
},
isVisible: () => npsSection.ratingScale('relationshipNps')?.value() != null,
customStyles: { backgroundColor: '#f8fafc', padding: '20px', borderRadius: '10px' }
});
dimensionsSection.addRow(row => {
row.addTextPanel('dimensionsIntro', {
computedValue: () => 'Rate each aspect of our working relationship:',
customStyles: { fontSize: '14px', color: '#475569', marginBottom: '12px' }
});
});
dimensionsSection.addRow(row => {
row.addStarRating('responsiveness', {
label: 'Responsiveness & Availability',
tooltip: 'How quickly and effectively do we respond to your needs?',
maxStars: 5,
size: 'lg',
showCounter: true,
alignment: 'left'
}, '1fr');
row.addStarRating('expertise', {
label: 'Expertise & Quality',
tooltip: 'How would you rate the quality and depth of our work?',
maxStars: 5,
size: 'lg',
showCounter: true,
alignment: 'left'
}, '1fr');
});
dimensionsSection.addRow(row => {
row.addStarRating('communication', {
label: 'Communication & Transparency',
tooltip: 'How clear and proactive is our communication?',
maxStars: 5,
size: 'lg',
showCounter: true,
alignment: 'left'
}, '1fr');
row.addStarRating('trust', {
label: 'Trust & Reliability',
tooltip: 'How much do you trust us to deliver on commitments?',
maxStars: 5,
size: 'lg',
showCounter: true,
alignment: 'left'
}, '1fr');
});
dimensionsSection.addRow(row => {
row.addStarRating('value', {
label: 'Value for Investment',
tooltip: 'How well does the value we provide match your investment?',
maxStars: 5,
size: 'lg',
showCounter: true,
alignment: 'left'
}, '1fr');
row.addEmpty('1fr');
});
// ============================================
// SECTION 3: Detailed Matrix Assessment
// ============================================
const matrixSection = form.addSubform('matrixSection', {
title: 'Detailed Partnership Assessment',
isVisible: () => npsSection.ratingScale('relationshipNps')?.value() != null,
customStyles: { padding: '20px', borderRadius: '10px' }
});
matrixSection.addRow(row => {
row.addMatrixQuestion('partnershipMatrix', {
label: 'How well do we perform in these specific areas?',
rows: [
{ id: 'strategic', label: 'Strategic Alignment', description: 'Understanding your business goals' },
{ id: 'innovation', label: 'Innovation & Ideas', description: 'Bringing fresh perspectives' },
{ id: 'problemSolving', label: 'Problem Resolution', description: 'Handling issues effectively' },
{ id: 'flexibility', label: 'Flexibility & Adaptability', description: 'Adjusting to changing needs' },
{ id: 'proactive', label: 'Proactive Engagement', description: 'Anticipating your needs' }
],
columns: [
{ id: 'poor', label: 'Poor' },
{ id: 'fair', label: 'Fair' },
{ id: 'good', label: 'Good' },
{ id: 'excellent', label: 'Excellent' },
{ id: 'outstanding', label: 'Outstanding' }
],
selectionMode: 'single',
striped: true,
fullWidth: true
});
});
// ============================================
// SECTION 4: Relationship Strengths (Promoters/Passives)
// ============================================
const strengthsSection = form.addSubform('strengthsSection', {
title: 'Partnership Strengths',
isVisible: () => {
const score = npsSection.ratingScale('relationshipNps')?.value();
return score != null && score >= 5;
},
customStyles: { backgroundColor: '#f0fdf4', padding: '20px', borderRadius: '10px' }
});
strengthsSection.addRow(row => {
row.addSuggestionChips('strengths', {
label: 'What do we do best? (Select up to 4)',
suggestions: [
{ id: 'delivery', name: 'On-time delivery' },
{ id: 'quality', name: 'Quality of work' },
{ id: 'support', name: 'Account support' },
{ id: 'understanding', name: 'Understanding our needs' },
{ id: 'pricing', name: 'Fair pricing' },
{ id: 'innovation', name: 'Innovative solutions' },
{ id: 'expertise', name: 'Technical expertise' },
{ id: 'partnership', name: 'True partnership approach' }
],
max: 4,
alignment: 'center'
});
});
// ============================================
// SECTION 5: Improvement Areas (Passives/Detractors)
// ============================================
const improvementSection = form.addSubform('improvementSection', {
title: 'Priority Improvement Areas',
isVisible: () => {
const score = npsSection.ratingScale('relationshipNps')?.value();
return score != null && score <= 7;
},
customStyles: { backgroundColor: '#fef3c7', padding: '20px', borderRadius: '10px' }
});
improvementSection.addRow(row => {
row.addSuggestionChips('improvements', {
label: 'Where should we focus improvement efforts?',
suggestions: [
{ id: 'speed', name: 'Response speed' },
{ id: 'quality', name: 'Work quality' },
{ id: 'communication', name: 'Communication' },
{ id: 'pricing', name: 'Pricing/Value' },
{ id: 'proactive', name: 'Proactivity' },
{ id: 'innovation', name: 'Innovation' },
{ id: 'flexibility', name: 'Flexibility' },
{ id: 'escalations', name: 'Issue handling' }
],
alignment: 'center'
});
});
improvementSection.addSpacer({ height: '16px' });
improvementSection.addRow(row => {
row.addTextarea('improvementDetails', {
label: 'Please describe specific improvements that would make a difference:',
placeholder: 'What specific changes would improve our partnership?',
rows: 3,
autoExpand: true
});
});
// ============================================
// SECTION 6: Overall Relationship Mood
// ============================================
const moodSection = form.addSubform('moodSection', {
title: 'How Do You Feel About Our Partnership?',
isVisible: () => npsSection.ratingScale('relationshipNps')?.value() != null,
customStyles: { backgroundColor: '#f8fafc', padding: '20px', borderRadius: '10px' }
});
moodSection.addRow(row => {
row.addEmojiRating('partnershipMood', {
preset: 'satisfaction',
size: 'lg',
showLabels: true,
alignment: 'center'
});
});
// ============================================
// SECTION 7: Future Outlook
// ============================================
const outlookSection = form.addSubform('outlookSection', {
title: 'Future Partnership',
isVisible: () => npsSection.ratingScale('relationshipNps')?.value() != null
});
outlookSection.addRow(row => {
row.addRatingScale('renewalLikelihood', {
preset: 'likert-5',
label: 'How likely are you to continue or expand our partnership?',
lowLabel: 'Very unlikely',
highLabel: 'Very likely',
size: 'md',
alignment: 'center'
});
});
outlookSection.addSpacer({ height: '16px' });
outlookSection.addRow(row => {
row.addTextarea('futureExpectations', {
label: 'What are your expectations for our partnership over the next 12 months?',
placeholder: 'Share your thoughts on future collaboration...',
rows: 3,
autoExpand: true
});
});
// ============================================
// SECTION 8: Contact Information
// ============================================
const contactSection = form.addSubform('contactSection', {
title: 'Follow-Up',
isVisible: () => npsSection.ratingScale('relationshipNps')?.value() != null
});
contactSection.addRow(row => {
row.addCheckbox('wantsDiscussion', {
label: 'I would like to discuss this feedback with my account representative'
});
});
contactSection.addRow(row => {
row.addTextbox('contactName', {
label: 'Your name',
placeholder: 'Jane Smith',
isVisible: () => contactSection.checkbox('wantsDiscussion')?.value() === true
}, '1fr');
row.addEmail('contactEmail', {
label: 'Your email',
placeholder: 'jane.smith@company.com',
isRequired: () => contactSection.checkbox('wantsDiscussion')?.value() === true,
isVisible: () => contactSection.checkbox('wantsDiscussion')?.value() === true
}, '1fr');
});
// ============================================
// SECTION 9: Summary
// ============================================
const summarySection = form.addSubform('summarySection', {
title: 'Feedback Summary',
isVisible: () => npsSection.ratingScale('relationshipNps')?.value() != null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const nps = npsSection.ratingScale('relationshipNps')?.value();
const category = npsSection.ratingScale('relationshipNps')?.npsCategory();
const responsiveness = dimensionsSection.starRating('responsiveness')?.value();
const expertise = dimensionsSection.starRating('expertise')?.value();
const communication = dimensionsSection.starRating('communication')?.value();
const trust = dimensionsSection.starRating('trust')?.value();
const value = dimensionsSection.starRating('value')?.value();
const mood = moodSection.emojiRating('partnershipMood')?.value();
const renewal = outlookSection.ratingScale('renewalLikelihood')?.value();
if (nps == null) return '';
let emoji = '';
if (category === 'promoter') emoji = '🤝';
else if (category === 'passive') emoji = '📊';
else emoji = '⚠️';
let summary = `${emoji} Relationship Health Summary\n`;
summary += `${'═'.repeat(30)}\n\n`;
summary += `📈 NPS Score: ${nps}/10 (${category?.charAt(0).toUpperCase()}${category?.slice(1)})\n`;
// Calculate average dimension score
const dimensions = [responsiveness, expertise, communication, trust, value].filter(d => d != null);
if (dimensions.length > 0) {
const avg = (dimensions.reduce((a, b) => a + (b ?? 0), 0) / dimensions.length).toFixed(1);
summary += `\n⭐ Avg. Dimension Score: ${avg}/5`;
summary += `\n • Responsiveness: ${responsiveness ?? '-'}/5`;
summary += `\n • Expertise: ${expertise ?? '-'}/5`;
summary += `\n • Communication: ${communication ?? '-'}/5`;
summary += `\n • Trust: ${trust ?? '-'}/5`;
summary += `\n • Value: ${value ?? '-'}/5`;
}
if (mood) {
const moodLabels: Record<string, string> = {
'very-bad': 'Very Dissatisfied',
'bad': 'Dissatisfied',
'neutral': 'Neutral',
'good': 'Satisfied',
'excellent': 'Very Satisfied'
};
summary += `\n\n💭 Mood: ${moodLabels[mood] || mood}`;
}
if (renewal != null) {
const renewalLabels = ['Very unlikely', 'Unlikely', 'Neutral', 'Likely', 'Very likely'];
summary += `\n🔄 Renewal: ${renewalLabels[renewal - 1] || renewal}`;
}
return summary;
},
customStyles: () => {
const category = npsSection.ratingScale('relationshipNps')?.npsCategory();
const baseStyles = {
padding: '20px',
borderRadius: '10px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '13px',
lineHeight: '1.6'
};
if (category === 'promoter') {
return { ...baseStyles, backgroundColor: '#ecfdf5', borderLeft: '4px solid #10b981' };
} else if (category === 'passive') {
return { ...baseStyles, backgroundColor: '#fffbeb', borderLeft: '4px solid #f59e0b' };
} else if (category === 'detractor') {
return { ...baseStyles, backgroundColor: '#fef2f2', borderLeft: '4px solid #ef4444' };
}
return baseStyles;
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: () => {
const category = npsSection.ratingScale('relationshipNps')?.npsCategory();
if (category === 'promoter') return 'Submit Positive Feedback';
if (category === 'detractor') return 'Submit & Request Follow-up';
return 'Submit Feedback';
},
isVisible: () => npsSection.ratingScale('relationshipNps')?.value() != null
});
form.configureCompletionScreen({
type: 'text',
title: () => {
const category = npsSection.ratingScale('relationshipNps')?.npsCategory();
if (category === 'promoter') return 'Thank You for Your Partnership!';
if (category === 'detractor') return 'Thank You for Your Honesty';
return 'Thank You for Your Feedback!';
},
message: () => {
const category = npsSection.ratingScale('relationshipNps')?.npsCategory();
if (category === 'promoter') {
return 'We deeply value our partnership with you. Your positive feedback motivates our team to continue delivering excellence.';
}
if (category === 'detractor') {
return 'We take your feedback seriously. Your account representative will reach out within 48 hours to discuss how we can improve.';
}
return 'Your insights help us strengthen our partnership and better serve your needs. We appreciate you taking the time to share your perspective.';
}
});
}
Frequently Asked Questions
How is Relationship NPS different from Transactional NPS?
Transactional NPS measures satisfaction after a specific interaction (purchase, support call). Relationship NPS assesses the overall partnership health over time, typically covering multiple touchpoints and dimensions like trust, value, and strategic alignment.
How often should I send a Relationship NPS survey?
For B2B relationships, quarterly is ideal to balance regular feedback with survey fatigue. You might also tie it to Quarterly Business Reviews (QBRs) or contract renewal discussions. Annual surveys work for less active accounts.
Who should receive a Relationship NPS survey?
Send to multiple stakeholders within client organizations: decision-makers, day-to-day contacts, and end users. This provides a holistic view of relationship health across different perspectives and touchpoints.
What are the key relationship dimensions to measure?
Core dimensions include: responsiveness, expertise/quality, communication, trust, value for investment, and strategic alignment. Customize based on your service type - technical support might add 'problem resolution' while consulting adds 'innovation'.
How do I act on Relationship NPS feedback?
Segment by NPS category: for Promoters, request referrals and case studies; for Passives, identify upgrade opportunities; for Detractors, schedule immediate recovery calls. Track dimension scores over time to measure improvement efforts.
What's a good Relationship NPS score for B2B?
B2B Relationship NPS typically runs 10-20 points higher than transactional NPS. Scores of 40+ are good, 60+ are excellent. However, focus on trends and dimension scores rather than the absolute number.