Deliver guides based on NPS response groups

You can create a segment from NPS response data to then use in a guide that’s delivered to detractors, passives, or promoters. For example, you might want to follow up on the ‌feedback that detractors gave or announce a new feature that meets a need identified by detractors.

Prerequisites

The following instructions require that you’ve already delivered and received responses to an NPS survey. For instructions on how to create and send an NPS survey, see Set up an NPS survey.

Step 1. Start creating a new segment

1. Go to People > Segments from the left-side menu.
2. Select + Create segment in the top-right corner of the page.
3. Enter a name for your segment. For example, if you’re creating a segment of detractors, you might name it “Survey Name | Detractors”.
4. Optionally, add a description for your segment.
5. Set the visibility to either Everyone or Only me.
6. Leave the Visitor type as All visitors.
7. Follow the relevant instructions under Step 2. Add segment rule and create segment in this article.

Step 2. Add segment rule and create segment

The following instructions differ depending on whether you have some themes associated with your responses. For more information, see Manage NPS themes and insights.

If you already have some themes associated with your NPS survey responses and want to investigate a theme grouped by NPS response groups:

1. Select + Add rules.
2. From the Filter by… dropdown menu, select Poll response.
3. If relevant, select an application from the All Apps dropdown menu.
4. Find and select your NPS survey from the Select Poll dropdown menu.
5. Choose NPS Themes from the Filter segment by dropdown menu.
6. Choose a theme from the Select Theme dropdown menu.
7. Select one of the following from the All Response Groups dropdown menu as appropriate: Promoters, Detractors, or Passives
8. Choose a time frame from the next two dropdown menus. For example since + Jan 1, 2025.

If you don’t already have some themes associated with your NPS survey responses:

1. Select + Add rules.
2. From the Filter by… dropdown menu, select Poll response.
3. If relevant, select an application from the All Apps dropdown menu.
4. Find and select your NPS survey from the Select Poll dropdown menu.
5. Choose NPS Poll Steps from the Filter segment by dropdown menu.
6. Choose the NPS numerical question from the next dropdown menu.
7. Select one of the following options from the next two dropdown menus:
   • For promoters, select greater or equal to + 9.
   • For detractors, select is less or equal to + 6.
   • For passives, select is equal to + 7. Then, after completing all steps in this section, select OR and follow the steps again, this time selecting is equal to + 8. This captures both possible passive scores.
8. Choose a time frame from the next two dropdown menus. For example since + Jan 1, 2025.
9. Select Create segment in the bottom-right corner of the page when you’re done.

Step 3. Create and publish a guide with NPS segmentation

Follow the instructions for creating a guide described in Create a guide. After you’ve created your guide:

1. Go to Guides > Guides from the left-side menu. 
2. Find and open your guide.
3. From the Settings tab, select Edit in the top-right corner of the Segment card.
4. Find and select your NPS score-based segment.
5. Select Save.

You can then stage and publish your guide as needed.