NPS Surveys

Net Promoter Score (NPS) measures customer loyalty by asking how likely users are to recommend your product.

The NPS Question

The standard NPS question is:

“On a scale of 0-10, how likely are you to recommend [Product] to a friend or colleague?”

Score Categories

• Promoters (9-10): Loyal enthusiasts who will refer others
• Passives (7-8): Satisfied but not enthusiastic
• Detractors (0-6): Unhappy customers who may damage your brand

Calculating NPS

NPS = % Promoters - % Detractors

NPS ranges from -100 to +100. A score above 0 is good, above 50 is excellent.

Customizing Your NPS Survey

All NPS survey customization is done through your HappyPanda dashboard:

1. Go to Surveys and create or edit a survey
2. In the Type section, select NPS
3. In the Text section, customize the question text
4. Enable follow-up question (optional)
5. Customize colors and placement as needed
6. Preview and save

Best Practices

1. Timing: Send NPS after meaningful interactions
2. Frequency: Don’t survey the same user more than once per quarter
3. Follow-up: Always ask “why” to get actionable feedback
4. Close the loop: Respond to detractors personally