Set up the NPS Widget

This article walks through how to set up and use the Net Promoter Score Widget (Satisfaction 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. 

[This feature may not be available on your current plan. If you don’t see the option to create an NPS widget, contact support@uservoice.com to learn how to upgrade.]

Set up the NPS Widget

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Satisfaction WidgetThe 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 for their email address (or you can pass the email address for them).

You can auto-prompt users every 60 days for NPS. This helps you hear from all users, so you can identify pain points, and prevent churn. We'll walk you through the different parts of the NPS Widget, and how to set it up.


Setting up the NPS Widget


Getting the NPS Widget Code
 
  • Click the icon in the bottom left corner -> Widgets [If you’re on an old version of UV, your settings will be accessed from the admin header.]
  • 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.)
Use just the NPS widget 

By default, the UserVoice widget includes NPS and the contact form. You can disable the other parts of the widget by adding contact_enabled: 'false' to the widget code.

Auto-Prompt for NPS


With auto-prompts, the NPS widget is shown 60 days after the user was created, and every 60 days after that. You can pass the created_at date for a user via our identify feature (outlined here), or it will default to the first UserVoice saw the user for your account (they were either identified by you or created a profile, posed feedback or supported an idea).

Two things to keep in mind with auto-prompts...
  • To turn auto-prompts off, click the icon in the bottom left corner -> Widgets -> Scroll down to "Autoprompts" and click "Edit."
  • For auto-prompts to work you do have to use our .identify feature. This is required so we can ensure we don't auto-prompt a user too often.
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 [If you’re on an old version of UV, your settings will be accessed from the admin header.]
  • Widgets
  • Scroll down and click "NPS Tweet and follow-up."
  • Choose whether you want to prompt them to tweet, or just "Thank them..."

Setting the Company Name

The NPS Widget uses your company name in the rating question. To change it...
  • Click the icon in the bottom left corner [If you’re on an old version of UV, your settings will be accessed from the admin header.]
  • General
  • Scroll down and click "Account, Billing, and Usage"
  • You'll see "Organization Name and Website." Click edit
  • Update the company name
Can I have it ask about a product instead of a company name? No, not at this time, but we do have an idea about adding this feature, which you can find here.

Can I customize the NPS question? No, not at this time. This is because the rating and report are based on a very specific question. Changing the question would result in a useless or even misleading report. We do have an idea about being able to customize the NPS question, which you can find here.

Get More Data on who Gave NPS Ratings


You can use NPS along with our .identify feature. Identify lets you pass user traits like MRR, User Type, Plan Level and LTV. This lets you filter NPS, so you could see the NPS for users who are owners or on a paid plan.

And it also lets you pass the email address for them, so they don't have to enter it when giving a rating. This article walks through how to set this up.

See users NPS Ratings when Viewing Ideas and Tickets

When answering a ticket or when you see an idea on your forum, you'll see a user's profile on the right in Inspector. If a user has given an NPS Rating, it will show you if they are a Promoter (green), Passive (yellow), or Detractor (red). If you hover over the icon, it will show you their latest rating.

Viewing your NPS Analytics


The NPS Report (Analytics -> User NPS) gives you data on the ratings you've received. This article walks through the different metrics.

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.

Responding to User's NPS ratings


When a user submits a rating, they are prompted to give more details on why they gave you that rating. If they do, it creates a ticket on your UserVoice account, so you can follow up with the user.



You can also set up a rule, so tickets created via the NPS widget get a special auto-reply, are assigned to a queue or get tagged with a ticket field.

Advanced widget implementation

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