Incorrect Scoring From Microsoft Forms via Mobile Device

Question

Today (1/14/2022) at around 2:00am CST we began experiencing an issue with our form not sending the proper score to our Excel sheet when completing a form via a mobile device (both Android and iPhone devices were tested). The score is captured via the Net Promoter Score option. Regardless of the score selected it saves a -1 to the sheet. Additionally, we've noticed that the Net Promoter Score option is not highlighting as it did previously. Now it only shows a light gray shading which goes away when you select another scoring option on another question.

The form continues to work properly when it is completed via a desktop device.

Please advise.

Answer 1

Yes unfortunately, it does exactly the same here...

Answer 2

Hi,

Getting the same issue here since 1/14 3:52 NZST.

In addition to what everyone has said, what i have also noticed as well is when a value is selected from the 0-10 option for the 1st question, that value is grayed out. Then when you move to the next question, the selected value from the 1st question is no longer greyed out. Then when you move to a 3rd question and select a value, both answers for question 1 and 2 are no longer greyed out. then we have a 4th question which is just plain text. once tis is filled out and we click on submit, the form advises that question 3 has not been answered so i answer that question again and press submit.

Are others seeing this as well?

Answer 3

Same problem here since January 15th 2022

(it was collecting answer just fine before)

• The **** desktop version shows no issue and everything is working perfectly fine.
• It only occurs with mobile version (I've have tried both IOS and Android).
• Tried to see if there was a difference using "mandatory" question or not, same results, still shows -1.
• Tried to see if it was caused while using multilanguage option. No difference.
• Sometimes, the answer is collected, sometimes not. (it's either -1, or blank in excel spreasheet).
• Sometimes, when trying to select one of the choice from 0 to 10, it stays "gray". The user cannot select an option. (This situation seems to occur randomly and cause problem when the question is set to mandatory.)
• I have tried using several forms. Always get the same results whether I'm using the NPS question alone in a form or with other questions.

Will an update fix this issue ? Thanks!

Answer 4

We have also started encountering this problem, from forms submitted 14/01/22. Previous responses using mobiles have worked fine - has there been an update to the forms software which has caused this problem to recently occur

Answer 5

Hi,

Sorry for all the inconveniences it may have caused on your side.

Recently we received some threads from community customers reporting that it shows -1 as responses on the NPS survey in Forms. It is suggested to submit the feedback to the related Microsoft Forms product team so that they can get informed of the issue extent and fix the issue as soon as possible. Go forms.office.com and select the issue forms > click three-dot > Feedback.

To help you and the other members have a clear picture of this issue status, here is a summary of this issue.

Issue Symptom:

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Microsoft Forms show -1 as score responses on the NPS survey.

Issue Environment:

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Forms Online

Possible suggestion:

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Currently here are some general suggestions:

1.Use a desktop device to check the behavior

2.Try to copy the form to a new one and send the new link to collect responses.

3.Create a new form to collect responses.

If the issue still persists or there have any emergency for your scenario, for Office 365 work/school account, please contact your IT admin to create a support ticket in Microsoft 365 Admin Center. For reference: Get support | Microsoft Docs

If you have a personal Microsoft account, please contact Microsoft Support via this page. You can firstly describe the issue and click Get Help. Click Contact Support on the bottom> select the products you are using.

Meanwhile, we will keep this thread open and welcome any other customers facing a similar issue to share their environment or possible workarounds. And we will update in here if the issue has been fixed by the Forms team.

I appreciate your understanding and stay safe!!

Best Regards,

Mia