NPS Overview

Appcues for NPS is the easiest way for product-led organizations to measure customer satisfaction - and it's built right into Appcues. It surveys a sample of your whole user base on an ongoing basis, which means you set it up once and then get new responses every day. Since Appcues for NPS is built on top of the Appcues platform, it allows you to exclude any users who should never see it (such as free trialers) and allows you to slice and dice the results by user property. You can even target Appcues flows at users based on their most recent Net Promoter Score.

What is NPS?

Net Promoter Score® (NPS), is a proven metric for measuring customer sentiment, satisfaction, and loyalty. It was developed and tested by Bain & Company, and Appcues for NPS is the first NPS tool created specifically for product-forward organizations to collect and calculate NPS and qualitative feedback in the least disruptive way for the end user.

Analyzing your NPS score

NPS responses are added to  your Appcues NPS dashboard in real time. 

 Score responses are then divided into three groups:

  • Promoters (9-10)
  • Neutrals (7-8)
  • Detractors (0-6)

Your NPS score is calculated as the % of respondents who are Promoters — the % of respondents who are Detractors. That is, if you have 1,200 people respond to your NPS survey and 400 are promoter and 200 are detractors, your NPS score would be 17. [(400/1,200) - (200/1,200] *100

A Net Promoter Score can range from -100 (100% detractors) to 100 (100% promoters). Appcues calculates your NPS score automatically for responses over the trailing 30 days. If you want to calculate your score for a different timeframe or for longer than 30 days ago, you have two options:

  • Send your NPS data to one of our integrations: If you have one of our integrations enabled, NPS scores will automatically send there where you can analyze them over longer timeframes.*
  • Export your NPS data to a CSV: Click on the "Export CSV" button and you'll be able to download a spreadsheet of all of your NPS responses. 

The Appcues NPS dashboard will also show you detailed quantitative and qualitative feedback for the 50 most recent responses. If any user provides multiple NPS scores during the 30 day period (including if they update their score before submitting feedback), we use their most recent score in our calculation.