Would you like to quickly determine how your customers feel about your company? A Net Promoter Score uses a simple 0-10 scale to collect valuable insights about customer perception of your brand or company.
In this tutorial, we’ll show you how to set up a Net Promoter Score field in WPForms.
- What Is a Net Promoter Score?
- Adding a Net Promoter Score Field to Your Form
- Viewing and Interpreting Net Promoter Score Results
- Enabling Conditional Logic for NPS
Requirements: You will need a Pro license level or higher to access the Surveys and Polls addon and use the Net Promoter Score field.
What Is a Net Promoter Score?
A Net Promoter Score, or NPS, is an average numeric rating that tells you how your customers, users, or even employees are feeling about your company. It’s an easy way to find out how happy a specific group is with your business.
To get a Net Promoter Score, you’ll generally ask just one question: “How likely are you to recommend our company to a friend or colleague?”
Users are then provided with a scale of numbers from 0-10, where 0 means that they’re extremely unlikely to recommend your company and 10 means that they are extremely likely to recommend your company.
In WPForms, your Net Promoter Score is automatically calculated from your form entries, so there’s no need to do the math yourself. We’ll discuss how to view your Net Promoter Score field results, and what those numbers mean, a little later in this doc.
Note: Want to create a feedback system with custom ratings? Our Likert Scale field is similar to the NPS field, but it lets you fully customize each option in your scale. Be sure to check out our guide to the Likert Scale field for more details.
Adding a Net Promoter Score Field to Your Form
Before we get started, you’ll need to install the Surveys and Polls addon.
Then, you can create a new form or edit an existing one.
Creating a New Form with an NPS Template
If you’d like to get a jump start on your new form, you can use one of our NPS templates. To do so, first go to WPForms » Add New in your WordPress dashboard.
Here, you’ll see two NPS-related options under Select a Template.
- NPS Simple Survey Form: Asks users who select a low rating for more details.
- NPS Enhanced Survey Form: Asks all users additional relevant questions based on the rating they select.
When embedded in a post or page, both templates initially display only the NPS field. Each includes conditional logic to show additional fields based on the score a user chooses.
Editing an Existing Form to Add an NPS Field
A template is not required to use the NPS field in WPForms. You can add it to any existing form.
After opening a form for editing, look under the Fancy Fields section to find the Net Promoter Score field. Simply click on it to add it to the form, or drag and drop it into the preview area.
Once you’ve added the field, you can click on it in the preview to the right. This will open the Field Options panel. From here, you can change the field’s label, add a description, and mark it as required.
Viewing and Interpreting Net Promoter Score Results
Once your form is ready, you can embed it on your site and start collecting entries. The Surveys and Polls addon generates lots of useful information for you, but for this tutorial we’ll specifically focus on the Net Promoter Score results.
Viewing Your Net Promoter Score
WPForms will calculate your NPS based on the ratings your users submit. To view your results, go to WPForms » All Forms. From here, hover over the form name, then click Survey Results.
Once you’re viewing the Survey Results page, you’ll be able to easily see your NPS data in a graph and as a table. The table displays the percentage and total number of users who fall into each NPS category (explained in detail below). It will also show your overall Net Promoter Score based on these values.
You can click the icons above your Net Promoter Score results graph to switch the chart type.
Note: Want to learn more about viewing survey results in WPForms? Check out our tutorial on the Survey and Polls addon to learn more about survey reporting.
Interpreting Your Net Promoter Score
The simple 0-10 scoring system for NPS lets you get a quick read on your customers. Here’s how the NPS system groups scores:
- Promoters (9-10): Enthusiastic and loyal. They will likely purchase from you again and, importantly, help promote your brand by recommending your products or services to others.
- Passives (7-8): Satisfied or neutral (not particularly enthusiastic or loyal). They will likely not feel strongly enough about your products or services to promote them in either a positive or negative way.
- Detractors (0-6): Unsatisfied and not loyal. They will likely not purchase from you again, and may share a negative view of your brand with others.
To get your Net Promoter Score, you’d use the following formula:
% Promoters – % Detractors = Net Promoter Score
The resulting score can range from -100 to 100. A positive score means that you have more Promoters than Detractors, so usually any positive score is considered good.
In general, a score of 50 or higher is viewed as excellent and 70 or more is considered exceptional, though the standards can vary quite a bit between industries.
Enabling Conditional Logic for NPS
Would you like to collect more details from users who share a particular Net Promoter Score? Conditional logic lets you show additional questions only to users who select a certain rating.
As an example, let’s ask customers who give a score of 8 or below (any Passives or Detractors) to share some extra insights.
To set this up, you’ll need to open the form builder and add a new field. Since we want to ask an open-ended question in our example, we’ll add a Paragraph Text field.
Then, we’ll change the field’s Label to “What can we do to improve your experience?”
Once you’ve created your new field, you’ll need to add conditional logic. In the Field Options panel where you set the field label, open the section named Conditionals. Then, go ahead and check the box labeled Enable Conditional Logic.
Now you can create a rule to determine when the field will be visible and when it will be hidden. For our example, our rule will state: “Show this field if How likely are you to recommend our company to a friend or colleague? is less than 9.”
With this rule in place, the field will only display when a user selects a Net Promoter Score rating of 8 or less.
That’s it! You can now easily survey customers to find out your Net Promoter Score.
Next, would you like to learn what else you can do with your survey report? Be sure to check out our tutorial on the Surveys and Polls addon for details on all of the powerful features it includes.