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.
Making 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.
Check the COMMENT BOX box 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%.
Example Survey Results