Form Analytics
Use form analytics to understand submissions, answer patterns, and how people move through your form.
Makeform gives you response summaries inside the form dashboard. You can also connect Google Analytics 4 for traffic analytics on published forms.
What you can review
Open a form and go to its summary or submissions area to review:
- Completed submissions
- Partial submissions when enabled
- Recent responses
- Answer summaries for choice, rating, ranking, and scale questions
- Individual submission details
- Exportable response data
The summary view is best for patterns. The submissions view is best for individual records.
Review response summaries
Use summaries when you want to answer questions like:
- Which option was selected most often?
- What is the average rating?
- Which ranking options performed best?
- Are respondents skipping a field?
- What are people writing in long text answers?
For qualitative forms, summaries help you spot themes before exporting data.
Understand NPS and CSAT
For eligible scale questions, Makeform can summarize responses as Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT). These metrics answer different questions, so use the one that matches the experience you want to understand.
Net Promoter Score (NPS)
NPS measures customer loyalty: how likely someone is to recommend your product or service. It is available for an Opinion Scale with an exact 0 to 10 range.
Respondents are grouped by their answer:
- Promoters (9–10): highly likely to recommend you.
- Passives (7–8): generally satisfied, but not strongly enthusiastic.
- Detractors (0–6): less likely to recommend you.
Makeform calculates NPS as the percentage of Promoters minus the percentage of Detractors. Passives are shown in the response breakdown but are not included in the subtraction.
% Promoters − % Detractors = NPS
For example, if 60 out of 100 respondents are Promoters and 20 are Detractors, the NPS is 60 − 20 = 40.
NPS ranges from -100 to 100 and is shown as a whole number, not a percentage. A positive score means you have more Promoters than Detractors. Use it to follow overall loyalty over time, rather than to assess one isolated interaction.
What is a good NPS score?
Use these ranges as a quick starting point, not as a universal target:
| NPS score | A practical interpretation |
|---|---|
Below 0 | More Detractors than Promoters. Investigate the biggest causes of negative feedback. |
0 to 20 | Positive, but there is clear room to improve loyalty. |
21 to 50 | Strong. Continue finding the experiences that turn Passives into Promoters. |
Above 50 | Excellent. Protect the parts of the experience that customers value most. |
Your most useful benchmark is a comparable score: the same question, audience, collection method, and time period. Industry expectations also differ widely, so use an external benchmark only as an initial reference and track whether your own score improves over time.
Customer Satisfaction Score (CSAT)
CSAT measures satisfaction with a specific interaction or experience, such as a purchase, support request, or onboarding step. It is available for a five-star Rating question.
Makeform groups ratings as:
- Satisfied (4–5): positive experiences.
- Neutral (3): neither satisfied nor dissatisfied.
- Dissatisfied (1–2): negative experiences.
CSAT is the percentage of all respondents who selected 4 or 5 stars:
Satisfied responses ÷ all responses × 100 = CSAT %
For example, if 75 out of 100 respondents give 4 or 5 stars, the CSAT is 75%. Neutral and dissatisfied responses stay visible in the breakdown and are included in the total response count.
CSAT ranges from 0% to 100%. Use it soon after the moment you want to measure, when the experience is still clear to the respondent.
What is a good CSAT score?
For a five-star CSAT question where ratings of 4 and 5 count as satisfied, these ranges are a useful first check:
| CSAT score | A practical interpretation |
|---|---|
Below 70% | A signal to investigate the experience and read the responses behind the score. |
70% to 79% | A workable baseline, with clear opportunities to improve. |
80% to 89% | Strong satisfaction for many service and product interactions. |
90% and above | Excellent; verify that the result holds across customer groups and over time. |
Do not compare unlike experiences. A post-support CSAT, a post-purchase CSAT, and an onboarding CSAT can have very different normal ranges. Measure the same moment consistently, compare it with your previous results, and segment results by factors such as plan, region, or support channel before deciding what to fix.
Review individual submissions
Use the submissions view when you need the exact response from one person.
This is useful for:
- Lead review
- Support intake
- Applications
- Orders
- Payment-related responses
- Forms with uploaded files or signatures
Connect Google Analytics 4
Use GA4 when you need traffic analytics outside Makeform, such as page views, acquisition source, campaigns, or behavior across a larger website funnel.
- Open your form.
- Go to the Settings tab.
- Find Google Analytics.
- Turn it on.
- Enter a GA4 Measurement ID, such as
G-XXXXXXXXXX. - Save or publish the form.
GA4 uses a Measurement ID, not a Universal Analytics tracking ID. The expected format starts with G-.
When to use Makeform analytics vs GA4
Use Makeform analytics for response quality and submission data.
Use GA4 for traffic source, visitor behavior, and website-level reporting.
Most teams use both: Makeform for form answers, GA4 for acquisition and funnel context.
Testing checklist
- Submit a test response and confirm it appears in submissions.
- Check the summary view after multiple responses.
- If using GA4, verify the Measurement ID starts with
G-. - Open the published form and confirm events appear in your GA4 realtime view.
- Keep privacy and consent requirements in mind when using third-party analytics.
Troubleshooting
No analytics appear yet
Submit at least one test response. Summary charts need response data.
GA4 does not receive traffic
Check the Measurement ID and make sure you are testing the published form URL.
Summary numbers look different from GA4
That can happen. Makeform summaries are based on submissions and answers. GA4 is based on web analytics events and visitor sessions.