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
NPS surveys are created in their own dedicated section of the dashboard.
- Navigate to Content > NPS in the dashboard.
- Click Create New NPS Survey.
- Enter a name for internal reference and select the site.
- Customize the question text (defaults to "How likely are you to recommend this product to a friend or colleague?").
- Optionally add a follow-up question to collect qualitative feedback (e.g., "What is the primary reason for your score?").
- Set the low end and high end scale labels (e.g., "Not at all likely" / "Extremely likely").
- Set the Display Frequency to control how often each user is shown the survey.
- Configure the display trigger, targeting, and scheduling from the respective tabs.
- Click Save to create in
DRAFTstatus, or Publish to make it live.
Content Fields
| Field | Description |
|---|---|
| Question Text | The main NPS prompt shown to users. Customizable. |
| Follow-Up Question | Optional text shown after the user selects a score, inviting an open-ended response. |
| Low End Label | Label for the 0 end of the scale (e.g., "Not at all likely"). |
| High End Label | Label for the 10 end of the scale (e.g., "Extremely likely"). |
Display Frequency
| Option | Behavior |
|---|---|
| Every time | Shown each time the trigger fires. |
| Once per session | Shown at most once per browser session. |
| Once | Shown only once ever per user. |
Trigger Types
Configure when the NPS survey appears under the Trigger tab:
| Trigger | Fires when | Key config |
|---|---|---|
| URL Match | The current URL matches a pattern. | pattern, matchType |
| Exit Intent | The user's cursor moves toward the browser chrome. | — |
| Scroll Depth | The user scrolls past a specified percentage of the page. | percentage (0–100) |
| Time on Page | The user has spent a set duration on the page. | delay (milliseconds) |
| Manual | Programmatically via DAP('showContent', npsId). | — |
Scheduling
Configure when the NPS survey is active using the Scheduling tab:
| Field | Description |
|---|---|
| Publish At | Set a future date and time for the survey to activate automatically. Leave empty to publish immediately. |
| Expires At | Set a date and time after which the survey is automatically deactivated. Leave empty for no expiry. |
Best Practices
- Include a follow-up question to understand the reasoning behind each score.
- Survey after meaningful usage rather than immediately after signup.
- Set frequency to "Once" to prevent the same user from being asked repeatedly.
- 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).