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Measure NPS over time

Research

Satisfaction Survey

Capture user sentiment as users experience your live site or product. Embed it as an in-product prompt to collect ongoing insights across live websites to develop insight trends that signal customer satisfaction.

How it works:

Collect in-context user feedback and build ongoing signals for customer sentiment, so you can identify trends and bring customer voice to product decisions.

Discover the reasoning behind product performance— where is your product excelling? Which areas need improvement?

Ask NPS questions as in-product surveys with Prompts that you can embed on any URL.

Keep users engaged with a short and concise survey they can answer quickly and easily—speeding up your time-to-insight.

How to use

Select this template from the gallery, or click ‘Start from template’ on this page

Modify the blocks and copy to suit your needs.

Connect your website using a snippet of code (you’ll find the snippet under the ‘connected websites’ page of your account settings, or in the prompt model itself).

Set your maze live and select the option to publish it as an In-Product Prompt from the Share screen.

Complete the sequence of steps that help you create, customize, and publish to specific pages.

Relax and wait for the feedback to roll in!

Frequently Asked Questions

What is a Net Promoter Score?

A Net Promoter Score (or NPS for short) is an established performance indicator that measures customer satisfaction and perception of your brand or product.

What is the scale for a Net Promoter Score?

Customers will rate your product or service on a scale of 1 to 10 to express their satisfaction level and how likely they’d be to recommend it to a friend (1 is very poor and 10 is very high). Depending on the score they give, you can break down your users into three distinct groups of promoters, passives, or detractors.

Promoters: a score of 9-10 is the best you can hope for. These customers fall into the category of promoters and are the most likely to become brand ambassadors who will spread the word of your product.

Passives: a score of 7-8 isn’t bad, but it does signal that some improvements can and should be made to your product. Passive customers left unchecked could eventually lose interest, or even become future detractors, so it’s important to make sure their feedback is heard and put into action.

Detractors: anything below a 7 is considered to be in the detractor category—these customers had a negative experience with your product. This means they’ll be unlikely to use your product again, and may even bad-mouth you to cause others to stop using your product too. While an NPS survey is important for all categories, it’s incredibly useful for determining what went wrong in a detractors’ experience so the issue can be fixed and you can avoid long-term damage to your brand.