This article will guide you through how to set up an Net Promoter Score (NPS) question in your survey.
Why use a Net Promoter Score question?
Want to know how loyal your customers are and if they're likely to recommend you to others? Calculate your NPS score by asking your customers how likely they are to recommend your business to a colleague or friend and you’ll learn what your customers think of you. This type of question helps you to react quickly to any negative feedback and provides a benchmark of how you compare against competitors in your industry.
Setting up your NPS question
Start by creating a survey via the Create Survey button which will then take you into the survey editor screen:
Select NPS as the question type and and click the Get started button:
Configuring your NPS question
Deciding on your survey question
The first thing to consider is what sort of information you are looking to collect after a customer has placed an order on your store. With a Net Promoter Score type question, a Merchant may wish to ask a question related to the customer's shopping experience or if they would be likely to recommend the store. We'll use this last question as our example for this set-up guide, but you can ask any question that will help you to learn more about your customers.
Question field and display option
The preview pane within the survey editor will update as you configure your question, allowing you to see how your survey will look across the various surfaces that you choose to publish your survey on.
Content - What do these fields represent?
Question - This field is mainly used as the survey question.
Required - If you have multiple questions in your survey, you may wish to make some questions optional. Enable the Required setting to make an answer to this question mandatory before the respondent can progress onto the next question.
Very likely text - This text will help signify the high scoring end of the scale.
Not likely text - This text will help signify the low scoring end of the scale.
Reverse the number scale - Enabling this option will display the scale as 10-0, instead of 0-10 as shown in the screenshot below:
Tag orders / Tag customers - A customer tag or order tag can be applied that represents the score provided by a respondent.
To read more about Grapevine Surveys tagging features, please see the following article: Use tags to identify survey responses
Settings - Further configuration
Global settings for your survey can be found in the Settings tab. These settings control 'Thank you' messaging, Button text labels, surface specific title and introduction text (e.g. for standalone and embedded surveys) and a setting to limit a survey to one response per customer.
Please take a look at our Survey editor - Settings tab article for further details.
The Styling tab will allow you to customise your Grapevine survey widget by adding in your own CSS styles to override the default styling.
Please take a look at our Styling the survey widget and Using custom css to style the standalone survey page articles for further details.
Remember to Save your changes!
Thats it! Take a look at the Preview section of the survey editor to test out your survey. For more information on the Preview pane/section, please see our guide How to preview your survey
What next? - Managing the visibility of your survey
When ready, you can choose the surfaces on which to publish your survey by using the Manage Visibility section of the survey editor.
Please see our Managing the visibility of your surveys guide for details on the available surfaces.
Other survey question types
Take a look at our available question types to find out more: