Net Promoter Score is a metric used to gauge customer loyalty and satisfaction. To learn more about NPS in general, check out this article Making sense of Net Promoter Score (NPS).
Within NPS task, you can toggle Ask follow-up question, which will let you ask custom follow-up questions based on their responses and categories (promoters, passives, and detractors).
What are promoters, passives, and detractors?
Respondents give a rating between 0 (not at all likely) and 10 (extremely likely). They are then categorized into three groups:
Promoters (Score 9-10): These are your loyal customers who are highly satisfied, make repeated purchases, and likely to recommend your product to others.
Passives (Score 7-8): Passives are satisfied but not enthusiastic customers. They're unlikely to actively promote your offering but won't actively detract from it either.
Detractors (Score 0-6): Detractors are dissatisfied customers who may actively discourage others from using your product or service.
Setting up NPS surveys
The steps below run through how to quickly setup NPS surveys.
Step 1. Within your workspace, create a new in-product survey. You can either build from scratch or use templates to get started with.
Step 2. The easiest way is to select the NPS template that is available. Selecting the template will create a study with a NPS task.
Step 2.1. You can also manually setup NPS tasks within a blank study.