NPS Surveys

NPS (Net Promoter Score) Surveys are specialized modals designed to measure customer satisfaction and loyalty. They allow you to collect NPS scores from your users: on web platforms, the scale is 0-10, while on mobile applications, the scale is 0-5. You can also collect optional comments and feedback along with the scores.

Key features of NPS Surveys:

• Score collection — Capture NPS scores (0-10 on web, 0-5 on mobile) to measure customer satisfaction
• Feedback gathering — Collect detailed comments and feedback from users
• Customer segmentation — Automatically categorize users as Promoters, Passives, or Detractors (on web: Promoters 9-10, Passives 7-8, Detractors 0-6; on mobile: Promoters 4-5, Passives 3, Detractors 0-2)
• Real-time analytics — View collected data and customer scores in Insights → Feedback
• Performance tracking — Monitor promoter, passive, and detractor trends via reporting endpoints

Step-by-step guide: Creating your NPS survey

Follow this complete guide to create, customize, and track your NPS modal from start to finish.

Step 1: Create your NPS modal

1. Navigate to your Configuration in the HoodEngage dashboard
2. Go to the Modals & Forms tab
3. Click Add Modal
4. Choose to either:
   • Create Template — Build a custom modal. When you select “Create Template”, Studio will open. Within Studio, select the NPS element, which you can then style and configure.
   • Use an existing template — Select from templates if you have previously created them

Add Modal

Step 2: Configure content and design

1. Set your question text — Enter the NPS question (e.g., “How likely are you to recommend us to a friend or colleague?”)
2. Customize the design:
   • Choose colors that match your brand
   • Add your logo or branding elements
   • Adjust font sizes and styles
   • Configure the scale display (0-10 for web, 0-5 for mobile)
3. Enable optional comments — Allow users to provide additional feedback along with their score
4. Preview your modal — Use the preview feature to see how it will appear to users

Step 3: Set up triggers and display conditions

Configure when and where your NPS Survey should appear. For detailed information about all available activation triggers and render conditions, see Triggers, Conditions, Frequency & Limits.

Step 4: Configure frequency and limits

Set how often your NPS Survey should be displayed to users. For detailed information about frequency options and limits, see Triggers, Conditions, Frequency & Limits.

Step 5: Activate and test

1. Save your modal — Click Save to store your configuration
2. Assign to configuration — Ensure the modal is assigned to the correct configuration
3. Test the modal:
   • Visit your website
   • Trigger the modal based on your settings
   • Verify the display, scoring, and submission process
   • Test on both desktop and mobile devices

NPS Modal example

Step 6: Monitor feedback and analytics

Once your NPS modal is live, track its performance:

1. View Quick View metrics:
   • Navigate to Insights → Feedback

Feedback page - Modals list

• Find your NPS modal in the list
• View key metrics: Average NPS, Views, Responses, Promoters/Passives/Detractors

NPS Quick View

2. Access Detail View:
   • Click “Detail view” for comprehensive analytics
   • Review response rates, completion rates, and bounce rates
   • Analyze trends over time with visual charts
   • Filter by date ranges and score ranges

NPS Detail View

3. Export data:

   • Export responses in CSV or JSON format
   • All exported files are available in Insights → Exports
   • Download for further analysis in external tools
   • Access individual user responses and comments

4. Access pre-defined reports:

   • Navigate to Insights → Reports
   • Find pre-defined reports specifically designed for NPS modals
   • These reports provide comprehensive analytics and insights about your NPS survey performance
   • Available reports include:
     • NPS Performance Overview — Overall performance summary
     • NPS Trend over time — Track changes in customer satisfaction

Value for users

When users interact with your NPS modal, they receive:

• Voice in product development — Their feedback directly influences product improvements and feature development
• Improved experience — Their input helps shape a better user experience tailored to their needs
• Recognition — Their opinions are valued and contribute to the product’s evolution
• Transparency — They can see how their feedback is being used to improve the service

Best practices

• Timing matters — Show NPS surveys after users have had a meaningful interaction with your product or service
• Keep it simple — Use clear, concise questions
• Follow up — Review feedback regularly and act on insights
• Segment results — Use render conditions to target specific user groups for more relevant insights
• Respect user experience — Don’t show surveys too frequently or at inappropriate times

For NPS Surveys, you can track promoter, passive, and detractor trends, and analyze customer satisfaction over time.