Creating An NPS Survey In UserIQ

To gather customer sentiment and gauge user loyalty, launch an in-app Net Promoter Score (NPS) survey. 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 and are grouped based on their response:

• Promoters (9 or 10) – these customers responded positively enough that they are likely to promote your company to others.
• Passives (7 or 8) – these customers don’t have a strong opinion either way.
• Detractors (0 to 6) – these customers are most likely to be at risk for churn and may have issues that need to be addressed.

The best place to get NPS survey feedback is in your app, where customers are interacting with features and responding is easier. 

Follow these steps to create an NPS Survey engagement in UserIQ.

1. From the top navigation menu click Engagements > Create An Engagement
2. Select the type of Engagement (e.g.: NPS Survey)
3. Choose the template 
4. Enter Engagement Name (this name will appear in the list of engagements)
5. Select a Theme
6. Add a Headline (optional). Use this text box to change the name of your NPS Survey engagement. You can change the engagement name by clicking the field with the “Engagement Name” placeholder text. 
7. Select a Header Image (optional). You can upload an image from your computer or import one from another source.
8. Edit the Body Content. By default, this will include the standard language for NPS surveys. If you choose to edit the text, you can also add pictures, hyperlinks and videos.
9. Configure the button behavior:
   • Left Button – Activate the toggle to include a left button. If the left button is not activated, only the right button (SUBMIT) will be available. The NPS Survey engagement can be closed by clicking outside the window or by clicking the X on the top right corner. 
     • Left Button Type – Use the drop-down menu to set the action of the left button of your NPS Survey engagement:
       • Dismiss – Closes the NPS Survey engagement. It will never show again for the user.
       • Take Me There – An option for “Left Destination Page” will appear and you can select a page to re-direct the user when they click the button. 
       • Disable – This option disables the engagement in the case that „Always Deliver” is enabled.
   • Right Button – This button is activated by default and cannot be turned off. 
   • Left/right Button Text – Click on these text boxes to edit the text that appears on the buttons of this NPS Survey engagement. 
10. Activate the Comment Box to give users an option to leave comments on their NPS Survey response.
11. Click the Display button in the bottom right corner to move to the next step. Here, you can set the appropriate display options:
    • Darken Background – Activate the toggle to darken the background when this engagement is displayed. This is useful when calling attention to important and critical information.  
    • Open Links in New Window – Activate the toggle to display clicked links in a new window.
    • Display on Mobile Devices – Activate the toggle to display the announcement on mobile devices as well.
    • Display on Specific Page – Activate the toggle if you want the engagement to appear only on a specific page. Select the display page in the dropdown menu.
    • Block on Specific URL – Activate the toggle to block the engagement from showing on specific URLs in your platform. You can enter multiple URLs by separating each entry with a comma.
    • Engagement Position – Select the position on page that you want to display this NPS Survey engagement.
      • Top Right – Positions the modal in the top right position.
      • Top Left – Positions the modal in the top left position.
      • Bottom Right – Positions the modal in the bottom right position.
      • Bottom Left – Positions the modal in the bottom left position.
      • Center – Positions the modal in the center position.
12. Set Advanced Options if desired:
    • Delay Presentation – Activate the toggle to delay the presentation of your engagement by 'x’ seconds after your app loads.
    • Show More Than Once – Activate the toggle to select the number of times you would like to present this NPS Survey engagement. Activating this option will cause the NPS survey to appear multiple times. The slider changes the number of times the NPS survey will be displayed (5 times maximum). You can also adjust how often the engagement will be shown (default is once every 24 hours). 
      • Note – If a user clicks a Take Me There button, the NPS survey will no longer display. If a user clicks a Dismiss button or the X in the top right corner, the engagement will continue to display based on the number of times and frequency selected.
    • Add Remind Me Button – Activate the toggle to add a Remind Me button. Clicking this button will override the SHOW MORE THAN ONCE option and will display the engagement again 24 hours later.
    • Reset Impressions – Use this advanced option with caution! Activate the toggle to reset impressions every 1-7 days (depending on the frequency you select).
      • This option is useful if you are presenting an engagement once every X days, indefinitely. Note that resetting impressions will cause a user to see the engagement again and will erase the impression results. For example, if you reset impressions every ‘2 days,’ the NPS Survey will be presented to users in scope every 2 days and historical impressions data will be erased every 2 days.
    • Always Deliver – Activate the toggle to always deliver the engagement until the engagement is paused or a Disable button is clicked by the user.
13. Click Segment in the bottom right corner to move to the next step. Here, you can decide the audience of the NPS Survey by selecting an existing segment or creating a new segment.
14. Click Review to look over the NPS Survey engagement and click Save Engagement to save.
15. In your Engagements library, toggle the NPS Survey engagement to “Activate” to launch. You can also preview or archive your engagement. 

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Click here for best practices: https://support.useriq.com/hc/en-us/articles/211087923-Using-NPS-Best-practices