Triggering an NPS Display
Click the Configure tab to customize when the NPS survey displays. By scrolling down, you can control when the NPS survey displays by customizing three variables.
Setting respondent interval
The first variable is the respondent interval. You customize how often (Frequency) the NPS survey displays for two user segments:
- Users who completed the survey before.
This frequency setting defaults to 90 days – this way you will collect NPS scores at regular intervals. It is a good practice to collect NPS scores from a customer more than once, but we don't recommend overdoing it.
As time passes by, your customers' NPS feedback might change due to your product evolution and market conditions. For best and organic results, we recommend keeping the frequency between 60 to 90 days.
- Users who clicked the "Ask Me Later" button.
This frequency setting defaults to 7 days. We recommend keeping this between 3 to 7 days.
Setting the sampling rate
The second variable is the sampling rate. Does every eligible user need to see the survey on a given day? You answer that question by using the slider to set the daily sampling rate.
- If you set sampling to 100%, every eligible user per day sees the survey.
- If, for instance, you set the sampling rate to 20%, one-fifth of every eligible user per day sees the survey.
Setting user behavior variables
The third variable is user behavior. You can customize the NPS display based on the user’s behavior on your site. Tigger an NPS survey display based on the number of page visits and time on the page.
The triggering work is now done. You’re ready to preview the NPS survey.