Net Promoter® Score survey

Measure customer loyalty and happiness

Understand your customers using a proven measurement system. Ask for a 1-10 score at key points in their journey, then analyze the results to:

· Compare sentiment across segments
· Determine customer loyalty
· Gauge customer satisfaction over time

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Advanced targeting

Ask for feedback at the perfect moment

Trigger surveys after important events—like when the user completes a purchase or accesses support resources.

  • Find out what pleases your user base
  • Discover why users are unhappy
  • Target specific audience segments to get highly relevant feedback

 

Streamlined analysis

Make vital product improvements faster

Built-in automation features help you integrate NPS® surveys within your team’s workflows. Spot trends quickly and share them with your colleagues so you can solve issues before customers churn. 

  • Analyze open-text responses with AI to reduce manual work
  • Segment users according to their scores and watch relevant session replays to understand their experiences
  • Solve issues fast by sending responses to Jira, Asana, Linear, and Trello

Most common use cases

  • 02 Investigate issues

    Want to know why a user submitted a low NPS? Use Session Replay and Journey Analysis to get more context by taking a closer look at their experiences.

  • 03 Segment by score

    Discover what’s driving user sentiment trends by creating audience segments for specific scores. Next, compare your segments using Journey Analysis and Zone-based heatmaps to learn what’s making users frustrated or happy.

The North Face X Contentsquare

Leveraging CX to optimize holiday shopping

Every year in October, The North Face launches an online Gift Guide to help shoppers navigate the gift-giving season. As the main retail event of the year, the lead-up to the holidays is a major source of digital revenue for the brand, and getting it wrong is simply not an option.

Read more from The North face View all case studies
"
What’s great about Contentsquare is that the insights are visual and extremely easy to digest. It’s particularly helpful to be able to give the creative or leadership team a clear picture of pain points and successes — it helps secure immediate buy-in and significantly reduces time to action, meaning we don’t miss out on potential sales."
North-Face-Logo

Lisa Skowrup

Senior Manager, Site Experience
The North Face

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Frequently Asked Questions

  • Net Promoter Score (NPS) is a customer loyalty and satisfaction measurement that asks customers how likely they are to recommend your product or service to others on a scale of 0–10. Coupled with qualitative feedback, it may help you reduce churn and increase retention.

    Net Promoter® & Net Promoter Score® are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

  • Yes. The template comes pre-populated with our expert-built questions, but you’re free to edit them to fit your needs. You can also customize the survey’s appearance, audience targeting and on-page positioning.

  • There are several ways you can feature the survey on your website:

    - As pop-ups that appear when users complete a certain action or visit a certain page
    - As full-screen modals that appear over the top of the web page (prompting the user to close or complete the survey)
    - As buttons that users can click to start the survey
    - Embedded in your content in a fixed location on the page

    Lastly, every survey has a unique URL that you can send to users directly

  • A good survey questionnaire should be short, opening with a question that asks how likely the user is to recommend your company. You can also include a second, open-ended question that lets them elaborate on the reason for their score.

    Here are a few ways you could phrase the first question:
    - How likely are you to recommend [company name] to a friend or colleague?
    - On a scale of 0 to 10, how likely are you to recommend [company name] to a friend or colleague?

    Here are some examples of open-ended secondary questions you could use to collect qualitative feedback:
    - What can we do to improve [company name]?
    - What was missing or disappointing in your experience with [company name]?
    - How can we improve your experience with [company name]?
    - How do you benefit from using [company name]?
    - What problem are you trying to solve with [company name]?

    You may also want to ask users to provide feedback on a specific customer touchpoint. Questions for this type of transactional NPS survey (tNPS) are formulated like so:

    - After trying out this new feature, how likely are you to recommend [company name] to a friend or colleague? Based on your interaction with our customer support team, how likely are you to recommend [company name] to a friend or colleague?

    Pro tip: if your company has several products/services, replace [company name] with the name of one product or service instead.

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