Net Promoter Score (NPS) is a customer loyalty and satisfaction metrics tool that measures customer experience and can help predict your company’s growth.
To start measuring your NPS, go to NPS > Configuration.
Trigger and conditions:
The first step is to choose where you want to locate your NPS, you can either have it popped up in a/some specific page/s or in any URL.
Then, it's time to set up when the survey is going to be shown. We'd recommend giving it at least 5 seconds before asking your customer about their likelihood to recommend your product.
If you aren't sure when it would be the most appropriate time to show your NPS survey or how often you should run it, here you have some great tips: NPS Best Practices.
In step 2 you can add conditions to filter who receives the survey. You can add conditions based on their attributes (who they are, what plan they are subscribed to, the language they speak...) and events (if they have completed their onboarding journey, if they log in often, etc):
In step 3, you just need to type your question. Remember that an NPS should ask about their probability of recommending the brand to others. The most common question is: "How likely are you to recommend our company to your friends or colleagues?"
Add additional questions:
Now, add a secondary question to get more context about their response.
Is it customer support? Is it the product, does it have the necessary features? Is it the pricing? Whether your NPS score is good or bad, without context you won’t be able to understand what is working and what is not working with respect to your product.
Here are some examples of engaging follow-up questions:
What is the most important reason for your score?
What could we have done better?
Why did you give us that score?
What would you do differently?
What would you highlight from your experience?
Would you mind telling us why you feel this way?
Consider adding a short introduction to your question depending on whether it’s a detractor, passive, or promoter:
“That’s great to hear! What have you enjoyed the most? ”
“We’re very sorry to hear that. What can we do to improve your experience? ”
You can configure your NPS is various languages, so your users see it in the language chosen on their internet browser. To be able to choose desired languages for the NPS messages in step number 3, you need first to configure them as languages of the widget. This is done from Settings > Widget settings > Localization > Languages as follows (full article here: Customize Your Widget):
After having all languages set up in the widget, you'll be able too choose them for the NPS questions too, and customize all the questions:
IMPORTANT: for a language which has not been configured, the NPS will show in the default (favorite) language (widget settings > localization > languages).
Look and feel:
You can either choose a light or a dark theme for your survey:
Now that you have finished configuring your NPS survey, activate it and click on Save!
You can keep an eye on the performance of your NPS in Reports > NPS Metrics. Give this article a read for more information on the NPS data that FROGED provides: NPS Metrics.
Checking that your NPS is active:
Please note that it may take your NPS survey one day to appear live on your site, don't panic 😉 Also, it's important to take into account that your FROGED installation must be done correctly so NPS can show on your desired URL/s. Ensure you check this with your technical team before setting your NPS up.