How to Create an NPS Survey: Unlocking Valuable Insights with Net Promoter Score

Discover the power of Net Promoter Score (NPS) surveys in understanding customer satisfaction and loyalty. NPS is a metric that categorizes respondents into Promoters, Passives, and Detractors based on their likelihood to recommend a product or service. In this guide, we'll help you create and display a survey on your website to measure your NPS.

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Step 1. Create a popup survey

Before doing so, you need to have created an account and installed told on your website. So we begin this guide by creating our survey and naming it NPS. It's not mandatory to rename your surveys, but it will help you to be better organized.



Step 2. Add the follow-up questions

1- NPS question

Once you've created your survey, we'll add the first question by clicking on Net promoter score. NPS is simply measured by asking a single question:

“How likely are you to recommend [your company] to a friend or colleague?”.

You can copy and paste this question, replacing it with the name of your company/service. You can also add a description to this question, but personally I'm not going to do that. Instead, I'm going to add the following labels: “Very unlikely” close to 0 and “Extremely likely” close to 10. This will help the user to understand the question better and answer it more effectively.


2- Understand your users with an open question

Thanks to the NPS question, you'll have a score. But it's important to understand why users set this score. To do this, we'll add a new question by clicking on Add a question and selecting the type of Open question. And here's what we're going to ask our users:

"Why did you give this rating?


3- Go further

Here's a list of actions you can implement on told to go even further and improve your survey:

  • Set a target score for the Net Promoter Score question

  • Translate your survey into different languages

  • Thank your users for taking the survey by activating the Thank you question

  • Make a connection with Slack using webhooks when there's a new response


Step 3. Customize your survey

As you embark on creating your NPS survey, one critical aspect that demands attention is customization. Tailoring your survey to align with your brand identity and specific objectives holds tremendous significance for the success of your feedback collection efforts.

At told we've developed features that enable you to create a more personal, designer survey, with higher engagement and response rates. For example, you can:

  • Change the colors

  • Change the position of the popup on your website

  • Add an image/gif

  • Add an avatar, to make it look more human

  • Remove the branding told - Remove the close to force people to answer (Attention, this can affect the user experience)


Screenshot of survey customization


Step 4. Trigger & Publish

The last step is to define the triggers, i.e. the action on the site that should trigger the NPS survey. In this article, I'm not going to tell you exactly which trigger to use and when, as this really depends on the navigation on your site or product.

There are 3 types of trigger on told:

  • Page visit (with or without delay / from a certain % scroll)

  • Click on a button

  • Custom event

Bear in mind that whatever the trigger, it's important that your user has already familiarized himself with your product before responding to your survey. You need to give them something to talk about, so that their response is as qualitative as possible.

At Told, for example, we trigger an NPS survey when the user arrives at his report. This means that the user has already installed told, has already created a survey and is in a position to give us quality feedback.


Screenshot of trigger dashboard told


Conclusion

Incorporating Net Promoter Score (NPS) surveys into your customer feedback strategy can prove to be a game-changer for your business. Throughout this comprehensive guide, we have explored the step-by-step process of creating an NPS survey on Told.

To sum up, to create a quality survey and increase your customers' satisfaction you need to:

  • Measure your NPS and ask an open-ended question to better understand your users

  • Customize your survey to improve engagement and response rates

  • Display your NPS survey late in the user experience.

Remember that the success of your NPS survey relies not only on its creation but also on your commitment to action. Act on the feedback received, celebrate your promoters, and address the concerns of detractors to continuously elevate your brand.

Now it's your turn! Create a free account on told to create your NPS survey now.

Set up an NPS survey 
today !

Register and set up an NPS survey on your website. Free forever for core features.