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. This article details how to create a NPS survey that runs all year long and automatically evenly distributes the survey to everyone throughout the year. Using Pendo’s NPS feature allows you to set your recurrence to 360 days so there’s no need for you to adjust your survey to different segments throughout the year.
For more information, see Set up an NPS survey.
Requirements
- 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)
Set up the campaign
- Create a new NPS survey and select In-app as your delivery method. Alternatively, if you want to add email as a backup, select In-app + Email.Note: If you have multiple apps configured for your Pendo subscription, you'll be prompted to select the app you want to deliver your survey.
- Customize your NPS content, which includes your main rating question, tailored follow-up questions and success message.
- Select your custom segment as Everyone.
Note: Everyone can be chosen as the segment because you need to enable Even Distribution. This feature helps 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, select Custom Segment to add your rules. - Set your recurrence as 360 days, your survey start date and "even distribution" enabled.
For more information on how Even Distribution is calculated, see Even Distribution for NPS in Pendo.
- Select Save & Exit. The Guide details page display with your NPS summary in each tile.
- If you are satisfied with your settings, update the Guide status to Public in the upper-right 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:
You can see these charts in the Overview tab. Use these charts as a starting point to help you with your followup 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 can try to set up your NPS follow up framework:
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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.
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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.).
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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.
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Create content or help center resources and deliver them in your app using a tooltip or integration within the Guide Center to prevents 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 set up automated responses using Zapier!