The Net Promoter Score (NPS) can be used as a KPI to measure brand engagement and loyalty among your website visitors. In this article, you will learn how to easily pop the NPS question to your visitors once, periodically or continuously. We will assume that you already have a fairly good understanding of the NPS question. If not, please have a look here.
The planning
The first step to successfully measuring an NPS is careful planning. Both the way in which you ask the question and the moment you do it can influence the score a user will provide. Ask yourself the following questions before setting up the survey:
- Whom do I want to ask? First off you need to identify your survey's target group. You could ask all of your website visitors, choose only existing customers or chose a more specific option, such as targeting users that are logged in.
- When do I want to ask? Only asking the NPS question during the "post checkout flow" may provide an unjustifiably high NPS. Instead, be sure to ask the question in multiple steps of the visitor journey and preferably at a point where users have been able to fully experience your website. The moment you decide to pop the question can also determine which GetFeedback Digital tool suits your question best.
- How often do I want to ask? NPS is a powerful way to track engagement and brand loyalty changes among your website visitors over time. Would you like to measure your NPS score periodically or continuously to track changes over time?
- Is there anything else you'd like to know? NPS questions can be asked in a separate survey or as part of a larger set of questions. Please do note that questions asked prior to the NPS question can bias your user and, in turn, influence their response.
The setup
An NPS question can best be asked to your users with our active feedback collection tools; through a GetFeedback Digital campaign or an In-Page widget. In order to ask your user the NPS question, you can simply follow the below steps.
The analysis
Since you are using our built-in NPS component, GetFeedback Digital will do all the math for you as and provide ready-made graphs with your NPS score and scale distribution.
If you are asking your NPS question through a campaign, the left-hand filtering bar is perfect for narrowing down the NPS score per URL, browser, device or operating system. In GetFeedback Digital In-Page you can download a .csv-export file in which you can calculate your NPS and compare scores with one another.
If you export data from your NPS survey, it is also possible to aggregate your NPS from different campaigns or different sources into one score. While doing so, please note that one NPS is rarely comparable to another. The moment of asking the questions, the audience you ask the question to, and the way you ask it all influence the score you will get.
This should get you started with measuring an NPS. If you have any questions, please feel free to reach out to us at any time through support@usabilla.com.