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Create NPS Survey Engagements

This article explains how to create an NPS® Survey Engagement. Gainsight recommends you to refer to the Anatomy of Engagements article and then proceed with this article. 


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.

You can ask a question like “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® Survey1.png

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®, EE subtracts 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

Perform the following steps to create an NPS® Survey Engagement.

  1. Click Engagement.
  2. Click Create.
  3. Click the survey icon. The NPS® checkbox is selected by default.
  4. Select the environment, if you have multiple environments.
  5. Click Create.

NPS® Survey2.GIF

  1. Select the relevant Audience. Target your audience based on user, account and/or behavioral rules. The following best practices are recommended:
  • 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.
  1. Choose a template. You can use a banner/bar style or a dialog.

NPS® Survey3.png

  1. Customize the look and feel by using Editor and optionally display a ‘thank you’ step. Always check out the style, placing of content, title etc. on the third tab on the right side bar for engagement level settings.

NPS® Survey4.png

Bar View Type is best use case to announce webinars, product releases, company promotions, etc.

  1. Click the eye icon to preview the NPS® Survey Engagement in your Gainsight app.

NPS® Survey5.png

For more information about scheduling the engagement, refer to the Anatomy of Engagements article. To learn more about analyzing NPS® results, refer to the Analyze NPS® results article.

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