How to setup Net Promoter Score (NPS) survey

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).

You can run Net Promoter Score (NPS) surveys in in-product surveys with Hubble. You can easily follow-up with specific questions based on the responses as shown below. Each card with tags, promoters, passives, and detractors, represents a follow-up open text format question to ask why they gave the following ratings.

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. Create a new in-product survey

Step 2. The easiest way is to select the NPS template that is readily 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.

Step 3. Complete designing the study and publish the study.