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Install NPS Surveys Directly in Your app!
Collect quantitaive and qualitative feedback and track & analyze results in one place
Tag and group NPS responses by themes and target users with in-app experiences based on their answers
Track your NPS score overtime by automating recurring in-app surveys
More Detailed NPS Analytics:
What is a Net Promoter Score? (NPS)
The Net Promoter Score is a measure of customer satisfaction. The score is calculated by collecting responses to the following question:
“On a scale from 1 to 10 how likely would you be to recommend (company/product/service) to a friend or colleague?”
Promoters
(score 9-10)
The people who answer 9-10 are your Promoters
They love your products!
Passives
(score 6-8)
The people who answer 6-8 are your Passives
They are still getting to know your product.
Detractors
(score 0-6)
The people who answer 0-6 are your Detractors
They might be having some issues.
Read more about the NPS score in our Ultimate Guide!
Install NPS in Your App
- Collect Qualitative Feedback
- Tag your responses
- Track Changes Over Time
How to Calculate NPS?
10% NPS = 40% (Promoters) – 30% (Detractors)
Take the % of promoters (number of answers 9-10 / total number of answers) and deduct the % of detractors (number of scores 5 and below / total number of answers).
For example:
- 100 answered your NPS survey.
- 40 people answered 8 or above (promoters).
- 30 people answered 5 or below (detractors).
- 30 people answered 6-7 (passives).
Your NPS IS: 40 – 30 = 10
How to Interpret Your NPS Score?
- NPS scores range from -100 to 100.
- Negative NPS score = More detractors than promoters
- Positive NPS score = More promoters
- NPS higher than 0 = More happy customers than dissatisfied
- 30 is the average NPS score for SaaS
- 50+ NPS score is excellent.
Check out our blog post to see if you have a
good NPS score and learn how to improve it.
good NPS score and learn how to improve it.
Why Should you use NPS Tools?
- NPS score alone is a vanity metric
- You need to act upon your scores if you want to improve user satisfaction and engagement
- You need a follow-up qualitative survey to understand the "why" behind your scores:
- You should be able to tag the qualitative responses by common themes
- Take action based on the NPS scores: create in-app experiences that will address the concern of detractors
- Ask promoters for a review with an in-app modal/ slideout
- All this can be done code-free in Userpilot
Diving Deeper into Your NPS Scores
- Dive deeper into the qualitative NPS answers to the follow-up survey
- Understand *why* most of your users feel in a particular way
- Tag the responses by common themes (e.g. "simple UI", "missing feature")
- Segment your users by themes
- Create personalized experiences addressing the issues mentioned in the survey
- Ask most happy customers for reviews
Tagging your NPS responses by common themes
- Only focus on users who fit your customer persona. Most likely a large portion of your detractors won’t like your product because it wasn’t built for them.
- Focus on the issues that align the most with your product roadmap.
- Convert passives into promotors, market your product aggressively to your promotors, shift your detractors into passives.
Improve Your NPS Score Over Time
Userpilot lets you build NPS surveys inside your product with zero code
- Track your NPS score over time, in real-time.
- Learn which product releases have the most impact on customer satisfaction and which updates might be tanking your score.
- Learn which marketing campaigns bring the most happy cohorts of users
Why the Net Promoter Score matters
The NPS is the world’s leading metric for measuring customer loyalty and satisfaction.
You can Easily Collect Scores at Scale.
The NPS is the world’s leading metric for measuring customer loyalty and satisfaction.
You can Track the Score Over Time.
Is your score going up or down? Understanding its trajectory and what influences it can help your organization focus on the areas that matter most to your customers.
It Helps You Identify and Focus on Initiatives That Drive Customer Retention and Growth.
When customers are successful, so are you. For example, Gartner discovered that 80% of an organization’s future revenue growth comes from only 20% of current customers.
See Userpilot's NPS in Action
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