A Guide to Creating NPS Surveys

What are NPS surveys?

The Net Promoter Score (NPS) survey is a tool used to gauge users’ loyalty. User loyalty is measured by asking how likely users are to recommend a company, product or service to a friend or colleague. Users score NPS surveys from 0 to 10.

What do the scores mean?

Users that respond with a 9 or 10 are considered Promoters and are likely to exhibit value-creating behaviors such as buying more, staying customers longer and making more positive referrals. Users who respond with a 0 through 6 are considered Detractors, who do not exhibit value-creating behaviors. Users that respond with a 7 or 8 are considered Passives and they exhibit behavior both Promoter and Detractor behavior.

Creating NPS Surveys

It is recommended to get user sentiment during specific feature use or during a specific work process within a user’s workflow. This timing is estimated to provide a 30% – 40% completion versus the 4% – 5% of email surveys.

Toggle the COMMENT BOX box on in order to enable user comments for the surveys. The comment box does not appear until a button has been selected. This design increases comment rate by 50%.

Once this is done, you can navigate to the Edit Audiences page to configure the audiences for this engagement.

Example Survey Results

The NPS results page is divided into three parts: i. A Promoters, Passives, Detractors graph ii. An NPS Survey Results graph, and iii. Individual NPS Survey Responses

The Promoters, Passives, Detractors graph consists of a consolidated NPS score in the middle of the circle graph which is the overall NPS score, and there is a percentage breakdown of Promoters, Passives, and Detractors which gives you a brief understanding of what percentage of your users are Promoters/Passives/Detractors.

The NPS Survey Results bar graph consists of a breakdown of the number of customer responses by score (from 0 through 10). This gives you an on-the-top view of how many of your users are giving a 10 rating as opposed to 8 on the NPS Survey.

If you would like to further drill-down into each individual response, you can look at the NPS Survey Responses part of the page. You can also filter individual NPS responses by Promoters/Passives/Detractors by clicking on the Promoters/Passives/Detractors checkboxes respectively. Comments to NPS responses are equally important to monitor, and individual comments for the submitted survey responses can be monitored in the NPS Survey Responses section as well.