Create NPS Survey Engagements

Overview

Net Promoter Score®, or NPS®, measures customer experience and predicts business growth.

The NPS® survey is a method of measuring your customers’ overall satisfaction with your company’s product or service and a proxy for brand loyalty. The survey itself is simple.

Customers are asked one single question, “On a scale of 0–10, how likely are you to recommend this company’s product or service to a friend or colleague?” Based on their rating, the customers are classified into one of three categories: Detractors, Passives, and Promoters.

NPS® provides insights into your customer loyalty spectrum. As you move up the scoring scale, from 0 to 10, customers defect at lower rates, will spend more and will move from negative to positive.

To calculate your NPS®, PX detracts the percentage of Detractors from the percentage of Promoters. For example, if 70% of respondents were Promoters and 10% were Detractors, your Net Promoter is a score of 60 as shown below.

Example: If you received 100 responses to your survey:

10 responses were in the 0–6 range (Detractors) - 10%

20 responses were in the 7–8 range (Passives) - 20%

70 responses were in the 9–10 range (Promoters) - 70%

NPS® = 60 (70% - 10%)

The NPS® range: -100 to 100

Create NPS® Survey Engagement

To create a NPS® Survey Engagement:

1. From the left pane, click Engagements. 
2. Click Create.
3. Enter a name for your engagement.
4. Select the environment. This step is applicable only if you are using multiple environments.
5. Select the type of target application: Web App or Mobile.
6. Click the survey icon. The NPS® radio button is selected by default.
7. Enter a description. This is an optional step.
8. Click Create.
9. In the Audience step of the smart wizard on the left, select the target audience based on user, account and/or behavioral rules. Gainsight recommends the following best practices:

• Coordinate survey requirements across departments to create a comprehensive strategy and avoid survey burn-out.
• Solicit NPS® feedback quarterly for fresh data every three months, but choose criteria by which to rotate your distribution list.
• Connect PX to your Slack channel to get real-time feedback. For more information, refer to the Gainsight PX Slack Integration article from the Additional Resources section.

10. Choose a template in the Templates step. You can use a banner/bar style or a dialog.
11. Customize the look and feel by using the Editor tab and optionally display the ‘Thank you’ step.
12. On the Settings tab, check the style, placing of content, title etc.

13. Click Save.
14. Click the eye (Click to preview) icon to preview the NPS® Survey Engagement in your app.
15. Set the date range and intervals you would like to collect NPS® from users. For more information about scheduling, refer to the Engagement Scheduler article from the Additional Resources section.
    1. Select the Time zone and the Recurring option in the Scheduler section.
    2. Select the Intervals checkbox to show the NPS® Survey Engagement multiple times with recurring intervals during a specific time period.
16. On the launch step, review the configurations and click Launch.

NPS® Analytics

For information about how to review NPS® at the user or account level and apply Filter NPS® based on different cohorts, refer to the How to Analyze NPS® Results article from the Additional Resources section.

Gainsight PX allows you to measure feature adoption or engaged users based on their NPS® responses. To learn more about how you can follow up with the users who did not take the survey, refer to the Automated Personal Email Follow Up Driven by NPS® Score article from the Additional Resources section.

To learn about all frequently asked questions, refer to the Surveys FAQs article from the Additional Resources section.

Additional Resources

Gainsight PX Slack Integration

Engagement Scheduler

How to Analyze NPS® Results

Automated Personal Email Follow Up Driven by NPS® Score

Surveys FAQs

 

NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.