NPS FAQs & Troubleshooting

Frequently Asked NPS Questions

Getting started with Appcues for NPS? Here are some of the most frequently asked questions as well as tips to ensure your NPS survey runs smoothly.

Can I create more than one NPS survey?

Appcues for NPS currently only supports creating one NPS survey.

Can I integrate with Slack or Intercom?

Appcues for NPS does not currently have native integrations with Slack or Intercom. We do send all of your NPS related events to our supported integrations such as Segment.

We also now have a Zapier Integration that can allow you to send events to Zapier to do whatever you need, including sending to Slack! Find more about it here!

Can I change the submit button text (e.g. "Ask me later" or "Update score")

We do not currently allow you to edit the "Ask me later" or "Update score" button texts. You can however, update the question if you'd like to adjust the question to include your company name.

Is there a character limit for the user feedback?

Feedback responses are limited to 500 characters for now.

Can I use multiple languages for one survey?

We do not currently support multiple languages. 

Why is the sampling setting so low? Shouldn't I use 100%?

We recommend a lower sampling rate so that you do not survey most of your users within a short period of time. A lower sampling rate will allow you to collect responses organically over time.

Why did my Appcues NPS survey suddenly stopped showing?

If your NPS survey suddenly stops showing, that usually means there is a page or audience targeting issue. Here are a couple of things you can look into to get your NPS survey back up and running.

1. Are your user properties still being correctly sent to Appcues?

If you are targeting your customers based on a property that is no longer being sent or being sent incorrectly, we won't be able to successfully target them for an NPS survey. One way you can check this is by visiting your  Events and Properties page and checking for the property as well as the last time we received it.

2. Are there other flows that are being shown instead of your NPS survey?

Appcues handles coordinating when and where you flows will be displayed. To avoid interfering with your flows, NPS surveys are displayed only when no other flows are eligible to be shown to that user.

As a result, if there is a flow that is targeting to the same page as your NPS survey, your NPS survey may never show. Common examples of this are creating a flow that targets the same page as an NPS survey, and is set to show  every time to every user. That will never allow an NPS survey to be shown, since every user will see the other flow every time.

In these cases, we recommend making your flow targeting more specific or adjusting the page on which your NPS surveys should be displayed.