How to get overall feedback with Net Promoter Score Survey

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The Net Promoter Score is an essential KPI for your business because it will help you discover how much trust visitors have in your brand. How happy were they with the experience on your website and if they will recommend you to their family and friends or not.

Here is an example of an NPS question flow:

Question 1:

How likely is it that you would recommend us to a friend or colleague?

Answer type – Net Promoter Score:

1- 6 -> takes user to question ‘What should we improve for you in order to give us a higher ranking?

7-8 -> takes user to question ‘What can we do to be even better in the future to earn a score of 9 or 10?

9-10 -> takes user to question ‘What did we do really well?

Question 2:

What should we improve for you in order to give us a higher ranking?

Answer type:

Should be a large text answer. In this way they will describe with their own words what is it that they wish you to improve.

Question 3:

What can we do to be even better in the future to earn a score of 9 or 10?

Answer type:

Same here, large text answer.

Question 4:

What did we do really well?

Answer type:

The same as question 2 and 3, large text answer. This question will be very helpful because you can use the answer as a testimonial.

Here are the steps to follow in order to set up an NPS survey experiment with Omniconvert:

Step 1.

Go to “Optimization”  – >  “Survey”.

omniconvert survey menu

Step 2.

From the next window choose Pop-up survey and enter a name for your experiment.

omniconvert pop up survey

Step 3.

Write your Question and choose the answer type.

ask survey question answer type

Save it, in order to create the next question:

ask survey save question

Create the second question:

ask survey question settings

For question 2,3 and 4 you must go to advance settings and select “Go to end screen” after the visitor answers.

Do the same for the remaining questions. This is how it should look like:

ask survey questions

Once all the questions have been created, before moving on, go and edit the first question to set the branching logic:

ask survey edit question branch

For every answer choose its specific next questions:

  • from 0-6 select “What should we improve…”
  • for 7 and 8 select “What can we do even better in the future….”
  • for 9 and 10 select “What did we do really well?”
ask survey next questions

Step 4.

In Lead Collector tab you can activate it to collect their data:

enable lead collector

Choose what data you want to receive from your visitors:

ask survey lead information

We have integration with MailChimp, CampaignMonitor, Freshmail and Zapier. ( many others to come )

ask survey mailing list provider

Step 5.

Design your Survey

ask survey design

You can preview live your design changes before setting the experiment live:

ask survey live preview

Step 6.

Customize your Text

You can select from the predefined languages or insert your own version in any language you choose. In this tab, you can also add a Header to your survey, in a text format, picture or HTML/CSS.  You can delete the Intro message page for the survey to start with the first question directly. There is a place for the “Thank you message” too and you have the same options to modify it, just like the intro message.

ask survey customize text

Step 7.

Choose your Audience

Manage the pages included in the experiment by using rules. In our example, the rule “URL contains” will make our system trigger the Survey on all the category and product pages.

ask survey audience

After you’ve done managing the pages select the “Segment” of visitors who will see the survey by clicking on the red drop-down button.

ask survey visitor segmentation

After you click on “Select a segment” , a new window will appear. From this window, you can choose a segment that has already been created or create a new one.

create new select existing segment

In the second part of the page you will can select the percentage of visitors that will see the survey and how often to display it to them.  Here you can also add a maximum number of responses (once that number is reached the survey will stop) and select the device segmentation.

At the end you have the option to mark it as exclusive, meaning that no other surveys will be triggered for the visitors who already viewed this one, for the time it is running.

ask survey settings

Step 8.

Schedule your Survey

Choose for how long to set it live, when to be triggered to your visitors and whether or not you want to receive an email when it has expired.

a b test schedule

Step 9.

Publish it

Finally, click on “Publish”. You can also save the experiment as a draft to work on it later.

ask survey publish

DON’T FORGET: After each time you publish or update an experiment, you have to wait 3-4 minutes until it will be visible on your website. If you want to see the changes live instantly, install the OmniTool extension that helps bypass the cache system which generates the delay. You can download OmniTool here.

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