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NPS Widget

This article walks through how to set up and use the Net Promoter Score Widget. The NPS widget lets users rate your organization based on how likely they would be to recommend it. 
*NPS is one mode of the UserVoice widget; check out this article for details about using the various modes separately. 

Set up the NPS Widget

The NPS Widget asks users, “How likely would you be to recommend your company to a friend or colleague?” They can choose a score between 0—10.

0-6 are detractors
7-8 are passives
9-10 are promoters

When a user chooses a score, they will be prompted to share why they gave that rating and provide their email address (or you can pass the email address for them).

Add the Widget code to your site

  • Click the avatar/initials icon in the bottom left corner -> Choose "Widgets"
  • In Step 1, set the starting experience to NPS
  • Copy the code in Step 2
  • Add the widget code to your website
  • Add the code to your website right before the final </body> tag (for more details on how to add the widget code to your site, check out this article.)

Autoprompt for NPS

With autoprompts, the NPS widget is shown 60 days after the user was created, and every 60 days after that. The interval is based on the 'created_at' date which is stored for each user. You can pass the 'created_at' date for a user via our identify feature (outlined here), or it will default to the first time UserVoice "sees" the user for your account (they were identified by you, created a profile, posted feedback, or supported an idea).

To enable autoprompts:

1. You must be using our .identify feature with the Javascript SDK. This is required so that the widget knows who is being prompted and therefore when they should be prompted. 

2. Enable autoprompts in your settings. 
  • Click the avatar/initials icon in the bottom left corner
  • Choose "Widgets"
  • Scroll down to "Autoprompts" and click "Edit."
  • Check the box to enable autoprompts for NPS

NPS Tweets and Follow-up

When a user gives you a 9 or 10, you can simply thank them for their feedback or encourage them to tweet about it.
  • Click the icon in the bottom left corner
  • Choose "Widgets"
  • Scroll down and click "NPS Tweet and follow-up."
  • Choose whether you want to prompt them to tweet, or just "Thank them..."

Setting your Company Name

The NPS Widget uses your company name in the rating question. To change it...
  • Click the icon in the bottom left corner
  • Choose "General"
  • Scroll down and click "Account, Billing, and Usage"
  • You'll see "Organization Name and Website." Click "edit"
  • Update the company name and save your changes

Get More Data on Users who Gave NPS ratings

You can use the NPS Widget along with User and Account Fields to see additional data about the users who are submitting ratings. User and Account Fields in UserVoice allow you to pass in user information that is relevant to your business. 

We have standard fields you can use out-of-the-box and you can also create your own custom fields, but only the standard fields will be included in the NPS report

User Fields Included in NPS Report
  • Email
  • Name 
  • Type
  • Created_At
Account Fields Included in NPS Report
  • Name
  • Plan
  • MRR
  • Created_At
There are a few ways you can get this data into UserVoice. You can pass it in via the widget using our Javascript SDK, send it in via our API, or import it from a CSV. To learn how to get started passing in User and Account Fields, check out this article.

Viewing your NPS Analytics

The NPS Report displays your Net Promoter Score for a specific date range. You can also use the NPS report to view individual ratings submitted during the date range. This article will walk you through how to use the NPS report and the metrics that are included. 

Note for created dates date for users: In the NPS report, if you wish to use the date the user was created in your system (and not the date that they created their UserVoice system), you must pass the created_at date in the widget, and not the API. More information about passing this data in the widget can be found here.

Common Questions

Q. Can I customize the NPS question? 
A. No, not at this time. This is because the rating and report are based on a specific industry-standard question. Changing the question could result in a useless or even misleading report. We have an idea for this this on our forum, which you can find here.

Q. Can I send the NPS question via email?
A. Not at this time but we have an idea for this on our forum. 

Q. Can I remove past NPS ratings?
A. There is not a way to remove existing ratings from the NPS report. We have an idea on our forum about adding this functionality, which you can find here

Q. Can I import NPS ratings?
A. Not at this time but you can find the relevant idea on our forum, here

Q. Can I customize the frequency of the autoprompts?
A. No, there is not a way to change the interval for autoprompts. If you would like to see this added, feel free to leave your feedback on this idea, on our forum.

Q. Can I use the API to post NPS ratings?
A. Yes, you can find the documentation for this, here, on our developer site.

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