Measuring Net Promoter® Score (NPS)

The Net Promoter® Score (NPS) can be used as a KPI to measure brand engagement and loyalty among your website visitors. In this article, you will learn how to easily show the NPS question to your visitors once, periodically or continuously. Learn more about NPS

To successfully measure NPS, determine how, when, and where you wan to use your NPS question. Consider the following questions before setting up the survey:

  • Whom do you want to ask? First off you need to identify your survey's target group. You could ask all of your website visitors, choose only existing customers or choose a more specific option, such as targeting users that are logged in.
  • When do you want to ask? Only asking the NPS question during the "post checkout flow" may provide an unjustifiably high NPS. Instead, be sure to ask the question in multiple steps of the visitor journey and preferably at a point where users have been able to fully experience your website. The moment you decide to pop the question can also determine which GetFeedback tool suits your question best.
  • How often do you want to ask? NPS is a powerful way to track engagement and brand loyalty changes among your website visitors over time. Would you like to measure your NPS score periodically or continuously to track changes over time?
  • Is there anything else you'd like to know? You can use NPS questions in a separate survey or as part of a larger set of questions. Note that asking questions before the NPS question can bias your user and influence their response.

You can use a web campaign or an in-page widget to ask your NPS question on your site. Both web campaigns and in-page widgets have a built-in NPS question type.

Web campaigns allow you to display surveys on your website. You can target specific users or show your survey at specific times using web campaigns. For example, you can target:

  • People on specific pages
  • People who have been on a page for a certain period of time
  • People who have visited a certain number of pages
  • A percentage of people on your site
  • People with a specific browser cookie (for example, if you want to target people who have already purchased something from your site)

You can also select from multiple campaign types when creating your survey, depending on when you’re showing the survey. For example, a full survey works best as an exit survey, and a slide-out survey is best if you’re targeting users on the page.

When creating your survey, you can use the built-in NPS question and add an open text field, if desired. Learn more about web campaigns.

In-page widgets allow you to embed a survey directly into your webpage. You can use the built-in NPS question, then add an open text field, if desired.

After creating your in-page widget, you can add it to any webpage using the HTML we create. Learn more about in-page widgets.

If you use our built-in NPS component, we’ll calculate and display results in your feedback dashboard. You can filter and export your results from this page.

For more comprehensive analysis, go to Insights to create and view a workspace. You can analyze data in Workspaces using multiple visualizations and filters. Additionally, you can compare multiple surveys and forms in a single workspace.

Example of the chart you can see if you use the built in NPS component for analysis.