NPS Follow

The NPS (Net Promoter Score) element lets you capture a standardized customer loyalty rating from respondents, helping you measure their likelihood to recommend your business or service. This globally recognized scale is valuable for customer experience and success teams.

Topics Covered:

• Adding an NPS Question to Your Survey
• Practical Use Case

Adding an NPS Question to Your Survey

To include an NPS question in your survey:

• Navigate to Surveys from the left side under Outreach.
• Open your survey from the Survey listing screen.

• Create a new survey or open an existing one.
• Click Add Element.

• Select the NPS question type.

When configuring the NPS element, you will be prompted to fill in:

• Question: The industry-standard NPS question text is used and cannot be edited. This field is required.
• Color: Choose the rating scale color from a set of predefined options. This is required for visual clarity.
• Lowest Scale Value Label: (Optional) Enter text to define the low end of the scale (e.g., "Not likely at all").
• Highest Scale Value Label: (Optional) Enter text to define the high end of the scale (e.g., "Extremely likely").
• Mark Required: Enable if you want the NPS question to be mandatory for survey submission.
• Capture Value in Salesmate Field: The response is automatically mapped to the NPS Score (number-type) field for the contact in Salesmate. This cannot be disabled or changed.
• Follow-up Questions: You may configure custom follow-up questions based on respondents’ NPS group (Detractor, Passive, Promoter).

After completing the configuration, click Save. The NPS rating scale will be presented in your survey as designed.

Practical Use Case: NPS

After a product onboarding sequence, you can use the NPS question to ask, "How likely are you to recommend Salesmate to a friend or colleague?"