Adding NPS Survey Content

Click the Content menu tab to customize the information inside the NPS survey. 

The NPS Survey has four pieces of content that require your attention. 

Asking a question

The first, and most important, piece of content is the question. Standard practice suggests using the default sentence pattern. You would replace the generic text with your own company, product, or service name.

You can add dynamic text to this question by including a user or company property. For example, if you're sending the user property 'name' you can include this on the question, and it will be personalized to the user's name.

Adding a follow-up question

The second piece of content - a follow-up question - nudges visitors to provide a bit more information. The default question asks about the score, but you can change that. You will find two options:

  • Universal - The same question is displayed regardless of the selected score
  • Score-based - The follow-up question is customized based on the selected score

If you select the "Score-based" option,  as shown in the screenshot below.

If you change the default question, we suggest using the open-ended question format. It tends to generate longer responses in the reply box. Occasionally, you’ll detect patterns and other nuggets of wisdom in the reply box.

Thank You Message 

You can add a completion text to thank the customers for their feedback once the score has been submitted which also can be score-based.

Adding a button label

The third piece of content is a button label. The default text reads, “Ask me later.” 

This button gives users a chance to delay responding and leaves open the possibility of answering at a later date. If a user clicks this button, the survey closes. It displays again if the same user activates this NPS trigger. 

Adding a button to update the score

The default text reads, Update score. This button gives the user a chance to change their rating before hitting the submit button. 

You can change the text for your high and low scores here.

Adding close and submit text

In Userpilot, you can also customize the text for the close button and the submit button.


You can customize how often a survey reappears to users who click Ask me later. Read Triggering an NPS Display for details.

The content work is now done. The next step is to set up the NPS targetting.

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