Are you seeking a simple way to gauge customer satisfaction, pinpoint areas for improvement, and foster business growth for your website? With UserFeedback, you can set up a Net Promoter Score (NPS) survey within a few clicks.
Insights gained from a NPS survey can help inform strategic decisions of your online website, as well as enhance the overall customer experience. Follow this guide to learn more.
Prerequisites:
- You have a UserFeedback Plus or higher license.
- You have installed the UserFeedback plugin.
- You have installed the UserFeedback Question Types addon.
Step 1: To get started, go to UserFeedback ยป Surveys, and click on Create New.
Step 2: Select the question template NPS Survey (PRO).
Step 3: On the next page, adjust the targeting and timing of your survey as needed.
Typically a NPS survey is best shown after key customer touchpoints.
For example:
- After a purchase
- After support interactions
- After product usage
Responses shared will be relevant and reflective of recent experiences.
For any specific initiatives, product launches, or changes, consider running shorter-term NPS surveys to assess the impact of those changes.
Something else worth considering is the typical response rate of your customer interactions. This can help determine the most suitable timeframe for running NPS surveys.
Ultimately, timing is key for gathering meaningful insights, but it’s important to strike a balance to avoid survey fatigue for your customers.
Step 4: On the next page, enable notifications as needed. To learn more, please see our guide: How to Setup Email Notifications.
Step 5: When you’re ready, on the last page select Publish and click save to launch your NPS survey.
Once you’ve collected responses, you’ll be able analyze the NPS data.
To learn more about calculating the NPS, please see WPBeginner’s guide: What is Net Promoter Score?
That’s it! You’ve learned how to quickly set up and run NPS surveys to track trends and changes in customer sentiment over time.
