👋🏻 Introduction
âť“ How likely are you to recommend our product or service to a friend or colleague?
Numerical Scale
âť“ Please elaborate on your rating.
Text
âť“ How would a +1 rating look like for you?
Text
👋🏻 Thank you
User satisfaction

Measure Net Promoter Score

Gather user sentiment in real-time with this in-product survey template. Calculate Net Promoter Score (NPS) and understand how your product scores against other competitors.

Study objectives

  • Using the Net Promoter Score (NPS) metric, identify promoters, passives, and demoters, and gauge customer loyalty and satisfaction.
  • Using in-product survey module, target NPS to specific audience or after interaction point to collect responses that are grounded to context.
  • Gather user feedback in real-time contexts and establish continuous indicators for customer sentiment and loyalty.
  • Measure your product’s NPS over time and see how your score changes and stands against your competitors.

Measure Net Promoter Score over time

Gauge customer loyalty and satisfaction through the NPS score metric

Best practices for incorporating NPS to your product development

  • Regularly implement NPS surveys: Regularly conduct NPS surveys to measure customer loyalty and satisfaction.
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  • ‍Segment responses: Segment NPS responses based on customer demographics, usage patterns, or product features to identify trends and prioritize improvements for different user segments.
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  • ‍Track changes over time: Monitor changes in NPS scores over time to assess the effectiveness of product development efforts and measure progress towards objectives. Identify trends and patterns to inform future strategies and initiatives.
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  • ‍Benchmark against industry standards: Compare your NPS scores with industry benchmarks and competitor performance to understand your position in the market and identify areas for improvement.

Getting started

1

Create an account and log in to your Hubble account.

2

Find and select the template to use.

3

Edit the questions as you see fit.

4

Run pilot tests with internal users (ideally, people that are not a part of your project).

5

Preview the study and check if you need to make any last minute changes.

6

Publish the study and wait for the results to come in.

Frequently Asked Questions

What is a Net Promoter Score (NPS)?

What is a Net Promoter Score (NPS)?

NPS is a widely used metric that gauges customer satisfaction and loyalty. It is based on one key question:

“How likely are you to recommend our product/service to a friend or colleague?”

Customers respond with a rating between 0 (not at all likely) and 10 (extremely likely). To learn more in detail, refer to our guide on making sense of Net Promoter Score (NPS).

What is a good NPS score?

NPS scores are interpreted as follows:

  • Promoters (score 9-10) are loyal and likely to recommend.
  • Passives (score 7-8) are satisfied but not enthusiastic.
  • Detractors (score 0-6) are unhappy and may negatively impact the brand.

A positive NPS indicates that you have more promoters than detractors. Using a relative scoring method to benchmark how your NPS changes and compares with other competitors will show more insights into how your product stands.

How often should I measure NPS?

The frequency of NPS surveys depends on the business's needs and the nature of its customer interactions. It can be conducted regularly, such as quarterly or annually, or triggered by specific events like a purchase or support interaction.

How do I benchmark my NPS score?

NPS can be benchmarked across industries to assess how well a company is performing compared to its peers. Benchmarking helps in setting realistic improvement goals. To learn more, refer to the article What Net Promoter Score really means.

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Measure Net Promoter Score over time

Gauge customer loyalty and satisfaction through the NPS score metric