NPS Feedback Template

When should you use the NPS feedback template?

• As part of your regularly scheduled surveys, to monitor changes in customer sentiment over time.

• Post-purchase to capture the customer's experience while it's still fresh in their mind.

• Following major product updates to assess how these changes are received by customers.

• As a part of your competitive analysis to gauge your relative position in the market.

• After product demos or trials to understand how users perceive your offerings before committing to a purchase.

What can you expect to understand after administering an NPS feedback template?

Usually, the higher the NPS score is, the more likely that they are to repurchase your product or recommend it to other users.

Based on your users’ responses, you will be able to see that they are divided into three categories:

Detractors (0-6): These users are generally dissatisfied with your product and might switch to a competitor or are unlikely to recommend it to new users.

Passives (7-8): These users are reasonably satisfied with your product but are not likely to actively recommend it to others.

Promoters (9-10): These users are loyal and are extremely satisfied with your product and will recommend it to others or bring new business in.

Best practices to conduct an NPS survey

• Time the survey to be sent just after the user has had an interaction with your product.

• NPS surveys should be sent periodically to track changes in user satisfaction over time.

• Offering incentives, such as discounts or rewards, can also increase response rates.

• Analyze the data to identify trends identify areas that need improvement.

• Follow up with users who gave negative feedback to understand their concerns.

What’s in the NPS feedback template?

Here are the blocks you'll see when you use this template:

How to use the NPS feedback template

• Log into Qatalyst – you will be taken to the dashboard.

• From the dashboard, pick “Start From Templates”

• Choose the template “Measure NPS over time”

• You can use the questions in the linear scale block and short answer block as is or modify them.

• You can personalize this block to change the start point and to label the text on the scale.

• If you feel that the blocks given are not enough, you can add both UX and/or question blocks to the same template to complete your study.

After you’re finished setting up the test, just publish and share it with your respondents!

FAQ

What is NPS?

Net Promoter Score (NPS) is a metric used by businesses and organizations to measure customer loyalty and satisfaction. It provides insights into how likely customers are to recommend a company's products, services, or brand to others.

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