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Recipe: Setting Up an In-App NPS Campaign

Overview

Net Promoter Score (NPS) is the most popular way to gauge customer loyalty and overall user satisfaction. Use Pendo’s NPS to create a recurring survey and get additional usage insights on all of your responders. In this recipe, you will create a NPS survey that will run all year long and have it automatically evenly distribute the survey to everyone throughout the year. Using Pendo’s NPS feature will allow you set your recurrence to 360 days so there’s no need for you to adjust your survey to different segments throughout the year.

Note: This recipe walks you through a quick NPS survey in-app. If you wish to add email as a backup, choose the option for "In-App + Email" in Step 1.

For more information, check the NPS Wizard & Recurring Guide Delivery help article.

Ingredients (What You Need)

  • Pendo admin account permission or the following:
    • User permission to create Guides
    • User permission to publish Guides
  • Target segment: Everyone (or a desired custom segment)
Note: Emails come from app.pendo.io. If you are utilizing include lists then NPS from email will not display in the Pendo UI unless you also include app.pendo.io. 

 

How To Make It

Step 1. Create a new NPS survey and choose your delivery method as "In-App Only:"

delivery.png

 

Note: If you have multiple apps configured for your Pendo subscription, you will be prompted to choose which app you wish to deliver your survey.

 

Step 2. Customize your NPS content, which includes your main rating question, tailored follow-up questions and success message:

contentCustomization.gif

Step 3. Next, choose your custom segment as "Everyone:"

 

Note: "Everyone" can be chosen as the segment because you will be asked to enable the even distribution feature. This feature will help spread out and survey your users randomly within your recurrence period. If you would like to have users meet a certain criteria before receiving an NPS survey, choose "Custom Segment" to add your rules.

 

segment.png

Step 4. Set your recurrence as 360 days, your survey start date and "even distribution" enabled.

scheduleEvenDist.png

Learn more on how Even Distribution is calculated.

Step 5. Click on "Save & Exit." You should now see your Guide details page and see your NPS summary in each tile.

Step 6. If you are satisfied with your settings, you can update the Guide status to ‘Public’ in the upper right-hand corner.

Close the loop

In addition to capturing your responses, Pendo also summarizes product usage metrics as it relates to their score in two charts:

DvsP-usage.png
Usage-vs-Score.png

To see these metrics, choose the "NPS Responses" tab under your Guide title. Use these charts as a starting point to help you with your follow up conversations with your responders to make your NPS actionable. The score is just one part of NPS, but the feedback allows you to build relationships with your customers. There’s no correct answer on how you should follow up with your responders but we’ve put together a few examples you could try to setup your NPS follow up framework:

  • Personalize your template of responses based on how a user responds with a certain score or consider having their Customer Success Manager respond if they own the account

  • Build a Customer Advocacy Program and target your promoters using a Guide to get more referrals from your customers (e.g., leaving positive reviews at business software and services sites like G2 Crowd, referral discounts, case study submissions, etc.)

  • If your detractors provided qualitative feedback about wanting a feature that actually exists, consider using a Guide to help them find it! Target detractors with additional help resources if you have them in your application

  • Create content or help resources and deliver them in your app using a tooltip or integration within the Guide Center that will prevent future dissatisfaction in the product

  • Leverage the feedback you receive from users to drive business outcomes and future product enhancements

Protip: Forward NPS responses to Slack or Email for alerts or setup automated responses using Zapier!

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