NPS (Net Promoter Score)

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Configuration

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Basic Properties

type TSurveyNPSElement = {
  id: string;                    // Unique identifier
  type: "nps";                    // Question type
  headline: TI18nString;         // Main question text (required)
  subheader?: TI18nString;       // Optional descriptive text
  required: boolean;             // Whether response is mandatory
  lowerLabel?: TI18nString;      // Label for 0 (default: "Not likely")
  upperLabel?: TI18nString;      // Label for 10 (default: "Very likely")
  isColorCodingEnabled?: boolean; // Color-code by segment (default: false)
  imageUrl?: string;             // Optional image URL
  videoUrl?: string;             // Optional video URL
  isDraft?: boolean;             // Mark as draft
};

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NPS Score Range

• 0-6: Detractors (unhappy customers)
• 7-8: Passives (satisfied but unenthusiastic)
• 9-10: Promoters (loyal enthusiasts)

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Color Coding

• Red (0-6): Detractors
• Yellow (7-8): Passives
• Green (9-10): Promoters

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Default Labels

• lowerLabel: “Not likely at all”
• upperLabel: “Extremely likely”

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How NPS Works

NPS = % Promoters - % Detractors

• 50% Promoters (9-10)
• 30% Passives (7-8)
• 20% Detractors (0-6)
• NPS = 50% - 20% = 30

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Score Interpretation

• Above 0: More promoters than detractors (positive)
• Above 20: Favorable
• Above 50: Excellent
• Above 80: World-class

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Use Cases

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Standard NPS Question

{
  id: "nps",
  type: "nps",
  headline: { default: "How likely are you to recommend us to a friend or colleague?" },
  required: true,
  isColorCodingEnabled: true,
  lowerLabel: { default: "Not at all likely" },
  upperLabel: { default: "Extremely likely" }
}

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Product-Specific NPS

{
  id: "product_nps",
  type: "nps",
  headline: { default: "How likely are you to recommend [Product Name] to others?" },
  subheader: { default: "We value your feedback" },
  required: true,
  isColorCodingEnabled: true
}

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Post-Purchase NPS

{
  id: "post_purchase_nps",
  type: "nps",
  headline: { default: "How likely are you to recommend our store to a friend?" },
  required: false,
  isColorCodingEnabled: true,
  lowerLabel: { default: "Not likely" },
  upperLabel: { default: "Very likely" }
}

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Service NPS

{
  id: "support_nps",
  type: "nps",
  headline: { default: "Based on your recent support experience, how likely are you to recommend us?" },
  required: true,
  isColorCodingEnabled: true
}

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Feature NPS

{
  id: "feature_nps",
  type: "nps",
  headline: { default: "How likely are you to recommend our new dashboard feature to a colleague?" },
  subheader: { default: "Rate from 0 (not likely) to 10 (very likely)" },
  required: false,
  isColorCodingEnabled: false
}

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Best Practices

1. Use the standard wording: The question should ask about likelihood to recommend
2. Enable color coding: Helps respondents understand the scale visually
3. Follow up with “why”: Add an open-text question to understand the rating
4. Survey at key moments:
   • Post-purchase
   • After customer support interaction
   • Quarterly for ongoing customers
   • After major product updates
5. Keep it simple: Don’t modify the 0-10 scale; it’s an industry standard
6. Track over time: NPS is most valuable when measured consistently
7. Segment your data: Analyze NPS by customer type, product, or region

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Complete NPS Survey Example

[
  {
    id: "nps_score",
    type: "nps",
    headline: { default: "How likely are you to recommend us to a friend or colleague?" },
    required: true,
    isColorCodingEnabled: true,
    lowerLabel: { default: "Not at all likely" },
    upperLabel: { default: "Extremely likely" }
  },
  {
    id: "nps_reason",
    type: "openText",
    headline: { default: "What's the main reason for your score?" },
    longAnswer: true,
    required: false,
    placeholder: { default: "Please share your thoughts..." }
  }
]

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Survey Timing

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When to Send NPS Surveys

• After successful onboarding (30-60 days)
• Post-purchase (1-7 days after delivery)
• After support interactions (immediately or within 24 hours)
• Quarterly for active users
• After major milestones or product updates

• During free trials (too early)
• Immediately after signup (no experience yet)
• Too frequently (survey fatigue)
• During known issues or outages

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Frequency Guidelines

• Active customers: Quarterly or semi-annually
• New customers: 30-90 days after signup
• Post-interaction: Immediately or within 24 hours
• Churned customers: Once, shortly after churn

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Analyzing NPS Results

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Segment Analysis

• Customer tier (free, paid, enterprise)
• Product or service line
• Geographic region
• Customer tenure (new vs. long-time customers)
• Support tier

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Action Items by Segment

• Immediate follow-up
• Identify and fix pain points
• Consider churn prevention measures

• Understand what would make them promoters
• Highlight product value
• Improve engagement

• Request testimonials or reviews
• Encourage referrals
• Identify expansion opportunities

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Accessibility

• Numbers 0-10 are keyboard accessible
• Screen readers announce the NPS scale and labels
• Color coding is supplemented with numeric values
• Focus indicators clearly show selection
• Required fields are properly labeled

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Industry Benchmarks

• Below 0: Needs improvement
• 0-30: Good
• 30-70: Great
• 70+: Excellent (top companies)

• SaaS: 30-40 average
• E-commerce: 45-60 average
• Financial services: 35-45 average
• Healthcare: 10-30 average

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Related Question Types

• Rating - For other types of ratings beyond NPS
• Open Text - For follow-up “why” questions