How to create an NPS form

An NPS form is a pop-up that collects feedback from website visitors. NPS forms give companies insights into how customers perceive their products and services and help identify areas for improvement.

Let's take a look at how to create and configure NPS forms.

Create an NPS pop-up

Go to your project, and click Add pop-up.

Select the NPS pop-up type, and choose a template or create pop-up from scratch.

Read also: How to Create a Smart Pop-up.

Customize the NPS survey element

Go to the NPS survey element settings.

If you create a pop-up from scratch, you need to add an NPS survey element.

Select a variable

Select a variable to store user feedback values in the mailing list.

Choose your rating options

To add a title in the rating, turn on the Display title toggle, and enter your text.

Select your rating options from the drop-down menu:

  • Stars;
  • Emoji;
  • Hearts;
  • Like/Dislike;
  • Numbers from 1 to 3;
  • Numbers from 1 to 5;
  • Numbers from 1 to 10.

If you select stars or hearts, your NPS form will contain 5 stars or hearts, and your survey results will be automatically added to the corresponding contact on the statistics page.

When adding emoji, specify their values.

If you have selected Like/Dislike, choose the emoji that correspond to like or dislike, or use the default emoji (thumbs up and thumbs down).

Enable the comment field

You can also add a comment field to collect and save extended user feedback. To do this, turn on the Allow comments toggle, and select a field size (S, M, or L).

Customize the pop-up appearance

In the Elements tab, you can type in your text, upload an image, add buttons, social media links, an entry field, radio buttons, multiselect elements, dropdown menus, and link another pop-up or your course payment form.

Read more: Set up your pop-up elements.

To customize each element individually, click the edit icon.

In the Styles tab, you can select a pop-up type, outline, and background color, adjust your field size, and add effects to make your pop-up appear and disappear on the page.

Configure your display conditions

Go to the Display conditions tab, and configure your pop-up display conditions.

Configure data saving options

In the Data saving tab, you can choose where to store subscriber data.

You can configure data saving in other services or receiving notifictions. To do this, select what you want to do with acquired data (save to a mailing list, create a deal in CRM, and send an email notification about new subscribers).

Click Save and publish to publish the NPS form on your website.

View statistics

To view your NPS form statistics, open your project, and go to the Analytics tab.

Select an NPS form and a period to view the results.

You can view the following metrics:

  • NPS index;
  • Number of people who submitted your form;
  • Number and percentage of promoters;
  • Number and percentage of neutrals;
  • Number and percentage of detractors.

Your survey respondents will be classified into three groups.

Detractor Users who rate a product, service, company, or brand poorly. Their negative feedback may require more attention to improve customer satisfaction.

These users usually give a score from 0 to 6 (on a scale of 0 to 10).

Neutral Users who do not express strong positive or negative emotions about a product or service.

These users usually give a score from 7 to 8 (on a scale of 0 to 10).

Promoter Users who highly rate a product, service, company, or brand and can recommend it to their friends and colleagues.

These users usually give a score from 9 to 10 (on a scale of 0 to 10).

NPS is calculated using the following formula:

NPS = (Number of promoters - number of detractors) / Number of respondents * 100%

The resulting NPS score is evaluated on a scale from -100% to 100%.

You can also view the data of contacts who rated you. To filter your contacts, select a label from the drop-down list.

At the bottom, you can view each user’s data, including their contact information, label, comment, and last visit time.

Click Filter to filter contacts by period or label.

You can see the pop-up analytics in the Statistics tab of the pop-up builder.

Read more: How to view your pop-up statistics.

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