Using Net Promoter Score Survey (NPS)
What is NPS?
Net Promoter Score, or NPS, measures customer experience and predicts business growth.
The NPS or Net Promoter Score survey is a method of measuring your customers’ overall satisfaction with your company’s product or service and a proxy for brand loyalty. The survey itself is simple. Customers are asked one single question, “On a scale of 0–10, how likely are you to recommend this company’s product or service to a friend or colleague?” Based on their rating, the customers are classified into one of three categories; Detractors, Passives and Promoters.
How to calculate your company’s Net Promoter Score?
Example: If you received 100 responses to your survey:
10 responses were in the 0–6 range (Detractors) - 10%
20 responses were in the 7–8 range (Passives) - 20%
70 responses were in the 9–10 range (Promoters) - 70%
NPS = 60 (70% - 10%)
The NPS range: -100 < NPS < 100
Creating NPS Engagement
Select the survey icon and click on Create
Select the relevant audience
Target your audience based on user, account and/or behavioral rules. we recommend running those surveys monthly or quarterly and targeting different cohorts such as power users vs first 30 days from signup or using account level attributes
Choose a template
You can choose to use a banner/bar style or a dialog pop-up.
You can control the look & feel by using the editor and you can decide to show a thank you step if you like. Always checkout the 3rd tab for engagement level settings
It's easy to preview in your app by clicking on the 'eye' button
Schedule & Launch
Set the relevant date range and intervals you'd like to collect NPS from users using the times & snooze options. Learn more about scheduling.
Analyze NPS results
You can review your NPS on user or account level including histogram analysis as well as trends. As always you can also apply and measure NPS based on different cohorts. Another cool option is to measure feature adoption or engage users based on their NPS responses!
What do I do with NPS?
NPS is a signal and should be measured over-time. The fact that it’s a high level company indication, the score alone should be used as a flag to raise triggering further investigation. The more important learnings come the qualitative feedback your customers provide as well as speaking directly with a sample of customers from the promoter and detractor groups. For organizations that serve multiple customer segments and/or have multiple user personas, it’s important to analyze and understand how each of those groups respond.