Net Promoter Score® Surveys

Learn how to capture & utilize NPS® with TrustSpot

Beth avatar
Written by Beth
Updated this week


This guide will help you to better understand what Net Promoter Score® is all about, how to setup surveys for it and how to review your responses. 

The Net Promoter Score® survey is part of the Experience Survey system, which is available starting on our Enterprise Plan

What is Net Promoter Score®

Not familiar with NPS®?  Net Promoter Score® is a proven metric utilized by businesses to ask the customer a simple question in order to better understand their overall experience with your company. 

A Net Promoter Score® survey is one in which the customer is asked 1 question "How likely are you to recommend {company} to a friend?". The customer is then asked to select a number 1 to 10. 

Respondents are grouped as follows:

  • Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.

  • Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

  • Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Create a Net Promoter Score® Survey

If you're already familiar with our Experience Survey system, then this question is just another type of survey you can create. To get started, you will need to do the following: 

  • Click into "Experience Surveys" 

  • Click into "Collectors" 

  • Select "Add Collector" 

Once you've customized your initial general settings & design, the next step is to setup your Net Promoter Score® question. To do this, select the following: 

  • Under "Questions", select "New Question" 

  • Click on "Net Promoter Score" 

From here, you can customize the question text and options related to the question. In my example above, I'm using the default question text with a customized background & logo for my brand. 

Recommendation:   We recommend to add a 2nd question in order to capture the story behind their chosen answer. To do this, click into New Questions and select "Free Text". 

Once the user clicks on 0 to 10, they will be sent to the 2nd question automatically to provide an answer. 

Question Options

Similar to other questions for experience surveys, you have the capability to do the following: 

  • Require an answer to this question - meaning the customer has to answer this in order to submit. 

  • Private question - meaning the answer will not show on your website in any areas (visual overlay or product review widget). 

Email Customization

The last step is to customize what this email looks like to customers. We encourage you to keep the text minimal in the email, since we want the user to click into the survey and complete the process. You can customize your email settings from: 

  • Emails > Settings  (within the collector flow). 

This email template is dedicated to this collector / NPS® survey. This allows you to customize the messaging to best match what you're trying to accomplish. 

Reviewing NPS® answers

Currently all survey answers can be found within the: 

  • Experience Surveys > Experience Moderation area

To find just your NPS® survey answers, select "Filters" at the top, and select your Collector from the "Collector" dropdown on the far right. Once you select "Apply Filters", then only customers who have provided an answer to your NPS® survey will display here. 

Have a question about the Net Promoter Score® survey feature?

Please contact our support team via the Live Chat icon on the bottom right.

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