NPS©, or Net Promoter Score©, is an international customer satisfaction measuring tool based on a single question.
This functionality enables you to carry out a satisfaction survey via a form displayed on one or more pages or your website. This way, visitors can rate and comment on their user experience as well as recommend the website to other visitors.
Among other things, the NPS© enables you to identify promoters and detractors on your website, to collect feedback and to measure the impact or your changes.
The NPS© then lets you:
- Track the evolution potential of customer loyalty,
- Find out how you are performing compared to other players in your field,
- Improve the customer experience.
This way, you can personalize the question and display it on a specific page to collect feedback on a specific step of the browsing experience.
The NPS© is a chargeable option and is only visible to customers who have signed up for it. To benefit from this functionality, please contact your designated CSM.
The NPS© calculation method
Visitors answer a question along the lines of “On a scale from 0 to 10, how would you rate your shopping experience on our website?” by assigning a score between 0 (very unlikely) and 10 (very likely).
They are then sorted into three categories:
- Promoters: users who gave a rating of 9 or 10.
- Passives: users who gave a rating of 7 or 8.
- Detractors: users who gave a rating of 0 to 6.
The illustration displayed in the interface shows how the NPS© is calculated:
The percentage of detractors is subtracted from the percentage of promoters. Passives aren’t taken into account for the calculation as they are considered as “neutral”. The NPS© is expressed as a number and can range from -100 to +100.
The rating is visible in the top right-hand corner of the “Watch feedback” section (refer to Access feedback and comments).
To get an idea of your ranking in relation to other companies, some websites offer NPS© comparisons per field. You can also contact your dedicated CSM for more information.
A negative rating means there are more detractors than there are promoters, and conversely, a positive rating means there are more promoters than there are detractors. However, a negative rating does not necessarily imply poor performance. This depends on the company type and field.
Generally speaking, a rating above 10 is considered to be good, a rating above 50 is considered to be excellent, and a rating above 70 is considered to be exceptional.
If possible, compare your rating with that of companies based in your country. The average ratings of certain countries such as the United States tend to be higher because visitors are more likely to give high scores.
Accessing the NPS©
To access the configuration form, apply the following steps:
- Log in to AB Tasty at: https://app.abtasty.com/login,
- From the dashboard, click Insights > NPS.
- Fill in the various fields of the form.
Configuring the form
To configure the form, apply the following steps:
- In the Survey name field, enter the name you want to give your survey (for example: “satisfaction/shopping survey/browser experience survey/cart page customer satisfaction”).
- In the URLs section, choose the status (refer to How do I target a test by URL?) and enter the URL of the page you want the form to be displayed on.
For more information, refer to Using regular expressions.
- In the NPS Question section, enter the text to be displayed in the survey, above the rating scale.
- In the Open-ended question section, enter the text to be displayed above the comment field.
- In the Triggers on section, select when you want the survey to be triggered.
- In the Recurrence section, select the frequency with which you want the survey to be displayed.
- Click Save.
All fields of the form are mandatory. Until all fields have been filled in, the Save button will remain grayed out and won’t be clickable.
You can add as many surveys as you like. To add a new survey, click the Add NPS button in the lower right-hand section of the page. When you access the NPS©, a form is open by default.
Publishing the survey
Simply clicking Save won't make your survey appear on your website.
To publish your survey, you need to click the Start button which appears once you’ve clicked Save.
Once your survey is online, it looks like this:
Once your survey is online, several options appear under the form. They enable you to carry out the following operations:
If there aren't any ratings, the Extract CSV button isn't displayed. If the survey is paused, the Start button is displayed. Conversely, if it is started, the Pause button is displayed.
Accessing feedback and comments
To access visitor feedback and comments, click Watch feedback. You have access to the following information:
- The number of feedbacks collected (number of ratings given, with and without comments).
- The NPS score calculated for the campaign. It is calculated automatically as a function of the percentage of detractors and promoters.
- A graphical representation of the collected data. It enables you to view the evolution of your results over time and analyze trends.
- The percentage of detractors, promoters and passives.
- A search and sort bar, which enables you to:
- Search by word or by page.
- Sort feedback by type of visitor (detractors, promoters and passives).
- Sort by country.
- Sort by device type (mobile phone, tablet or desktop).
- The list of related ratings and comments in chronological order (including the URL via which the feedback was collected, along with the date and country).
Click a comment to display it fully.