Net Promoter Score® is a Feedback feature that allows you to engage with your users, know how satisfied they are with your product, service, or brand, and how likely they are to recommend you. The NPS survey is deployed upon a user triggering an event of your choice and, based on your users’ experience with the brand and their response, they will be categorized as either Promoters, Passives, or Detractors. By a standardized calculation, you can easily measure and compare how these groups are rating you and take the appropriate actions.
Every aspect of the NPS survey can be customized: the question asked, if there should be a follow-up question, the type of follow-up question depending on the score-based categories, and of course, the survey time, frequency, and overall look and feel. The targeting can be further customized to be user property-based, user behavior-based, or both. You can power this in-depth knowledge even further using our Drill feature for enhanced filtering, or with the Cohorts feature to group and analyze your users by behavior.
The NPS Dashboard provides an intuitive overview of how the customer experience is currently being assessed by NPS surveys, giving quick insights into the user loyalty and how it’s being measured and tracked through time. This data can be used to identify points of friction that are affecting customer satisfaction as well as activities that are increasing it, and the right action can be taken to convert passives and detractors into promoters.