How to Create an NPS Survey


Net Promoter Score (NPS) is a valuable metric for measuring customer satisfaction. In this guide, you will learn how to create an NPS survey using Qualaroo, enabling you to assess customer loyalty and gain insights into their experiences with your products and services.


NPS uses a rating scale of 0 -10 to record responses.  It helps to categorize the respondents into the following groups:

  • 9-10 are Promoters.

  • 7-8 are Passives

  • 0-6 are Detractors


Formula to calculate the NPS score:


NPS = %Promoters - % Detractors


Here's how an NPS survey will appear on your website:


nps survey


NPS surveys offer various benefits, including:

  • Assessing customer loyalty to your brand.
  • Gaining a deeper understanding of your target users.
  • Identifying and addressing the concerns of unsatisfied customers.
  • Utilizing feedback to retain existing users and improve your offerings.


How to Create an NPS Survey


Step 1: Click ‘Create New’ on the Qualaroo dashboard.


Create a New Survey


Step 2: Click “Choose Template” from any of the nudge types.


Click on Choose Template


NOTE: The NPS survey is also available for Mobile Sites, Native iOS/Android, and Link Nudge, except Nudge for Prototype.


Step 3: Hover over the "NPS - Net Promoter Score" template and select "Use This Template."


Choose NPS- Net Promoter Score


Step 4: Enter the target URL where you want to display the NPS survey. Click "CREATE" to proceed.


Enter Target URL


Step 5: Enter your question in the text input field.


Enter the Question


Step 6: In the "Continue to" section:


  • Select "Allow branching" to display different follow-up questions based on user responses..

  • Enter a label and select the respective message screen option.


add branching   


Step 7: Once done, proceed to the Targeting and Design section and make the changes accordingly.


Step 8: Once done, click SAVE or SAVE AND ACTIVATE (to activate the survey on your site). You can use the PREVIEW ON SITE feature to check how the survey will appear on a site.


save and activate survey


Your NPS survey is now ready to collect valuable insights.



That's all about creating an NPS survey. If you encounter any issues or have any questions, don't hesitate to reach out to our support team



Was this information helpful?
© 2005 - 2024 ProProfs