What is NPS?

Owned by Alex Do (Unlicensed)
Nov 08, 2023
1 min read

NPS is an indicator of customer satisfaction. It consists of a single question to the customer, asking how satisfied they are with a platform or service:

  • How likely are you to recommend the building/campus/site name to a friend or colleague?

Respondents can choose a number between 0 and 10 with the lower end being not at all likely and the upper end extremely likely.

These scores are then grouped into one of three groups:

  • Promoters: A score of 9 or 10. Classified as loyal customers who will promote/recommend you to others

  • Passives: A score between 7 and 8. Classified as satisfied customers who are neither overly happy or unhappy with what is on offer. They may or may not come back to use your platform

  • Detractors: A score between 0 and 6. Classified as unhappy customers who will go some way to convince other users not to use your platform or share negative experiences

The NPS question that you set up in the Content Management System will display as a pop-up widget on the web platform. Users can select “Maybe Later” to hide the widget for 24 hours, or “Dismiss” to hide the widget for the amount of time specified in the Content Management System.

NPS in the Content Management System:

NPS on the platform:

You can add a maximum of 1 NPS question per site, which will reappear at the intervals set within the Content Management System e.g. every 6 or 12 months in order to provide continuous feedback. 

NPS & Feedback questions cannot be segmented to specific user audiences.

Responses to NPS can be seen in the Analytics Dashboards.