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Overview

Net Promoter Score (NPS) is a widely used metric in the SaaS industry for measuring customer satisfaction and loyalty. It helps businesses understand how likely their customers are to recommend their product or service. The score is gathered through a simple survey question asking users to rate their likelihood of recommending the product on a scale from 0 to 10. Responses are then categorized to provide actionable insights.

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Use Cases

  • Measure overall customer satisfaction and brand loyalty.
  • Identify unhappy users and take proactive actions.
  • Track customer sentiment over time and measure improvements.
  • Optimize the user experience by targeting specific groups.

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Creating and customizing the NPS

First, go to Feedback > NPS from the navbar, and click Create NPS. Create NPS follow-up questions with Userpilot code-free.

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Setting up the NPS question

The default NPS question follows the industry-standard format: “How likely is it that you would recommend [Company/Product] to a friend or colleague?” You can personalize this question by inserting dynamic variables such as the user’s name or company.

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Adding a follow-up question

Encouraging users to provide additional context helps in analyzing feedback. There are two types of follow-up questions:
  • Universal: A single follow-up question regardless of the score.
  • Score-Based: Different follow-up questions based on the score given.
For better insights, open-ended follow-up questions are recommended.

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Thank You Message

You can add a custom thank you message after submission, which can also be score-based to personalize the experience further.

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Styling the NPS

Once the NPS survey is created, you can style and configure its appearance to match your branding.

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General Settings

  • Primary & Background Colors: Customize colors to align with your brand.
  • Logo: Add your company logo for brand consistency.

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Text Customization

  • Font Family & Text Color: Adjust typography for readability and style.

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Box & Border Options

  • Choose between Shadow or Solid border types and adjust width, intensity, and corner radius.

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Progress Bar

  • Types: Choose between a Bar or Ball indicator.
  • Color: Set a custom color to match the theme.

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Mobile Preview

You can preview how the survey looks on mobile and web platforms to ensure optimal responsiveness and user experience.

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FAQs