How to Create an NPS Survey


Net Promoter Score (NPS) is a valuable metric for measuring customer satisfaction. In this help article, 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


NPS Calculation:


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: On the dashboard, click ‘Create New.’


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: Find the "NPS - Net Promoter Score" template, hover over it, and click "Use This Template."


Choose NPS- Net Promoter Score


Step 4: Type in your survey question.


Enter the Question


Step 5: In the "Continue to" section:


  • Enable "Allow branching" to set up different follow-up questions based on initial responses.

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


add branching   


Step 6: Once done, proceed to the Targeting and Design section and make the changes accordingly.


Step 7: Once done, click Save or Save & Activate (to activate the survey on your site). 


save and activate


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



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