NPS Surveys
Net Promoter Score (NPS) is a standardized metric for measuring customer loyalty. It asks users a single question -- "How likely are you to recommend this product to a friend or colleague?" -- on a scale of 0 to 10.
How NPS Scoring Works
Respondents fall into three categories based on their rating:
| Category | Score Range | Meaning |
|---|---|---|
| Promoters | 9--10 | Loyal users who actively recommend your product. |
| Passives | 7--8 | Satisfied but unenthusiastic users who may switch to competitors. |
| Detractors | 0--6 | Unhappy users who may discourage others from using your product. |
Your NPS is calculated as: %Promoters - %Detractors, yielding a score between -100 and +100.
Creating an NPS Survey
- Navigate to Content > NPS in the dashboard.
- Click Create New NPS Survey.
- Customize the primary NPS question text and scale labels (defaults to the standard wording).
- Add an optional follow-up question to collect qualitative feedback (e.g., "What is the primary reason for your score?").
- Configure targeting rules to control which users receive the survey.
- Set the display format: slide-in, modal, or embedded widget.
Targeting and Scheduling
Target NPS surveys to specific user segments using audience rules. Common targeting criteria include:
- Users who signed up more than 30 days ago (enough time to form an opinion)
- Users on a specific plan or in a specific role
- Users who completed a key action or milestone
Frequency Capping
Avoid survey fatigue by configuring frequency limits. Set the minimum interval between NPS prompts per user -- for example, no more than once per quarter. Users who have already responded within the capping window will not be shown the survey again, regardless of other targeting rules.
Best Practices
- Include a follow-up question to understand the reasoning behind each score.
- Survey after meaningful usage rather than immediately after signup.
- Act on detractor feedback by closing the loop and addressing reported issues.
- Track trends over time rather than reacting to individual scores (see NPS Analytics).