Customize an NPS experience

Who can use this feature?

  • Global admins and users with advanced permissions can view, edit, and/or publish experiences
  • Totango In-App is a premium feature—contact sales to learn more
  • Not currently available on EU servers

Net Promoter Score (NPS) surveys are a type of experience that is pre-built with the following survey steps:

  1. 0-10 score: How likely are you to recommend us to a friend or colleague? (quantitative)
  2. Short answer (optional): Why did you choose that score? (qualitative)

Building an NPS survey follows the same process as building any other experience, except that you cannot adjust the survey form options.

NPS is a standardized method among SaaS companies for measuring customer satisfaction, so we've already implemented the standardized content, design, and user experience of a typical NPS Survey, We recommend only making minimal changes, such as background and text color. The text should retain verbiage about likelihood to recommend.

Once implemented, Totango collects responses from your users and generates a Net Promoter Score and NPS feedback.

Net Promoter Score

A Net Promoter Score (NPS) is a numerical value between -100 and +100 that represents the overall net promoter score of your company.

It is calculated using a simple formula based on the responses to a 0-10 score form. Users who respond to your 0-10 score form can fall into one of three categories: Promoters, Passives, and Detractors.

  • Promoters are users who respond with a score of 9 or 10.
  • Passives are users who respond with a score of 7 or 8.
  • Detractors are users who respond with any score between 0-6.

Once users have been categorized, the formula for calculating NPS is simple:

Total % of promoters – Total % of detractors = NPS Score

NPS feedback

In addition to quantitative results, you can also view qualitative NPS Feedback. These are the actual text-based responses submit by users after they select a score. This data can help you understand exactly why users are or are not satisfied with your product or service.

Recommended cadence

We recommend surveying visitors at least 90 days apart, but in some industries, it's appropriate to send surveys more frequently. Try 90 days if you're not sure which frequency you should use.

Suggested flow:

  1. Publish a new NPS experience to all in the group, with launch frequency set to launch one time. Set the schedule to automatically unpublish after 90 days (or whatever your desired cadence is).

    For users who close the experience without answering, you may instead choose to give them another opportunity during the publish window. In that case, set the launch frequency to launch multiple times = 2, and select the option to Don't launch if user has previously completed experience.

  2. Act on the feedback (e.g., ask promoters for reviews, follow up with detractors).

    Be prepared for an influx of responses in the first week. As an alternative, you could instead manually segment your audience into 3 cohorts with a new "NPS Group" user attribute (e.g., Group 1, Group 2, Group 3), and publish 3 separate experiences each month during the quarter—one to each group.

    We recommend setting up this type of even distribution in cases where your survey action plan is highly manual or if month over month comparisons are critical (rare). The end user experience is the same in either case.

  3. At the end of the 90 day period, ensure the experience is unpublished.
  4. Repeat with a new NPS experience.

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