How to Create a Net Promoter Score® (NPS) Survey in WordPress
Do you want to create a Net Promoter Score (NPS) survey in WordPress?
Net Promoter Score is a popular method to measure customer loyalty, so you can improve your brand image, find new product ideas, and provide better customer service.
In this article, we will show you how to easily create a Net Promoter Score® Survey in WordPress, and how to properly use it to improve your business.
What is Net Promoter Score?
Net Promoter Score is a management tool that helps businesses measure customer loyalty. The idea was first introduced in 2003, and since then more than two-thirds of Fortune 1000 companies have adopted it.
Here is how it works.
It is based on a single question, ‘How likely are you to recommend our company/product/service to a friend or colleague?’
The answer is provided on a scale of 0 to 10.
Customers who respond with a score of 9 or 10 are called ‘Promoters’. These are your brand’s most loyal customers and are highly likely to purchase again and recommend your business to others.
Users who answer with a score between 0-6 are considered ‘Detractors’. These are the customers who are unhappy with your business and are least likely to purchase or recommend your business.
Customers responding with a score of 7 or 8 are called ‘Passives’. They can be either promoters or detractors and are less likely to actively recommend your business and products to their friends or colleagues.
Your final NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. The overall score ranges from -100 to 100.
A -100 score means all customers are detractors and a full 100 score means all customers that took part in the survey were promoters. Normally, a score of positive numbers (0-40) is considered good, and a score of 50 or above is considered excellent.
Due to the popularity of NPS surveys among businesses, there are numerous very expensive survey tools that will charge you hundreds of dollars per month. These solutions are not very affordable for small businesses.
WPForms is a paid plugin, and you will need at least their Pro plan to access the surveys addon used in this tutorial.
Upon activation, you need to visit WPForms » Settings page from your WordPress to enter your license key. You can find this information under your account area on the WPForms website.
After entering your license key, you need to visit the WPForms » Addons page and locate the ‘Surveys and Polls Addon.’
Go ahead and click on the ‘Install Addon’ button. WPForms will now install and activate the addon.
You are now ready to create your first Net Promoter Score survey form.
Head over to WPForms » Add New from the WordPress admin panel to create a new form. First, you need to provide a title for your form, and then select a form template.
WPForms offers lots of prebuilt form templates. You can simply search for an NPS form template from the search bar on the left.
For this tutorial, we will use the ‘NPS Survey Simple Form’ template.
WPForms will now load the form builder interface with some typical survey form fields.
This is a drag-and-drop form builder where you can just point and click to edit any existing form fields or add new fields from the left column.
If you click on the existing fields in the form, then you’ll see more options for customization.
For instance, you can change the text for each question and make it a required field.
Your Net Promoter Score survey form is now almost ready. Simply getting the score is not very helpful because you don’t know why these customers are unhappy or happy.
Let’s add some smart conditional fields to the form to get more helpful feedback from users.
Adding Conditional Logic to Net Promoter Score Survey Form
WPForms comes with a smart conditional logic feature that allows you to show or hide form fields based on the user’s answers to previous form fields.
You can use that feature to ask users for more feedback based on their answers. For example, you can ask users who select a score between 0-6 to give you another chance to make things right. These customers are unhappy and asking them for an opportunity to make things right will help you improve your relationship with these customers.
Similarly, you can also ask users giving a score between 9-10 to leave a testimonial and ask for their permission to share it on your website. These are your most loyal customers, and their testimonials can help you add social proof to your website.
Let’s add these conditional fields to your NPS survey form.
First, select the question after the NPS scale. Next, switch to the ‘Smart Logic’ tab from the menu on your left and click the ‘Enable Conditional Logic’ toggle to enable the option.
We only want to show this field to users responding with a score between 0 and 6. To do that, we will add conditional logic to this form field.
WPForms will add the logic by default. However, you can edit the rating for which you’d like to show the survey question.
Similarly, you can set up conditional logic for the second question in the survey. By default, WPForms will set the condition for you and only show the field when the score is between 7 and 9.
You can edit these conditions according to your survey needs. However, if you’re just starting out, then we recommend using the default settings.
Now repeat the process for other questions in the form. Don’t forget to save your changes.
Adding Your Net Promoter Score Survey in WordPress
WPForms makes it super easy to add forms to any post or page on your website.
You can simply click the ‘Embed’ button inside the form builder to get started.
Next, you’ll see 2 options to embed the NPS survey. You can create a new page or select an existing page.
We’ll choose the ‘Create New Page’ option for this tutorial.
After that, a popup window will open.
Simply enter a name for your new page and click the ‘Let’s Go’ button.
Next, you should see your NPS survey form embedded in the content editor.
Alternatively, you can also use the WPForms block to add the NPS form anywhere on your website.
Simply click the ‘+’ button to add the WPForms block. After that, select your form from the dropdown menu.
You can now save your changes and visit your website to see the form in action.
Now, whenever a user selects a score between 0 to 6, they will see another form field asking for their feedback.
Viewing Your Net Promoter Score Results
After your form is live, WPForms will start calculating your Net Promoter Score based on survey results. You can send the NPS survey link to your customers using an email marketing service to encourage them to fill it out.
After a few users have filled out the form, you can go ahead and check your score.
To do that, head over to WPForms » All Forms from your WordPress dashboard and click on the ‘Survey Result’ link under your Net Promoter Survey form.
WPForms will now display your total Net Promoter Score along with the number of promoters, detractors, and passives. It will also break down the results into beautiful charts, bars, and graphs.
You can use the feedback from users to improve your product, add new features, as well as offer support to unhappy customers and turn them into loyal brand evangelists.
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