Brief Overview

Net Promoter Score (NPS) is the industry standard for measuring customer satisfaction. With WalkMe, you can measure your product's NPS score using a built-in NPS question type in the Survey Builder.

NPS surveys ask one key question: on a scale of 0–10, how likely is a user to recommend your product to a friend or colleague?

Most NPS surveys are sent over email, which leads to low response rates and feedback from users with little experience using your software. With WalkMe Surveys, you can display an NPS survey directly in your application, improving both the quantity and quality of your feedback.

Access

You can access the Surveys Builder page from the WalkMe Console. For console shortcut steps, refer to the following article:

WalkMe Surveys in the Console

Use Cases

• Understand customer loyalty and satisfaction
• Increase the number of survey responses by showing surveys in-application
• Obtain high-quality feedback from users who are engaged with your software rather than those who only respond to email

How It Works

Create an NPS survey

You can add an NPS question to any survey you build in the Console Survey Builder.

1. In the Survey Builder page, select Add New Question
2. Select NPS
3. Add the question content:
   • Title: Enter the question (for example, "How likely are you to recommend our product to a friend or colleague?")
   • Description: Add a short description (optional)
   • Scale labels: Define the low and high score labels
     
4. Select the question to open the Question Settings panel and configure options such as required response and media
5. Select Save, choose a survey type (Popup or Full Page), then select Publish & Distribute to choose a distribution method

For full detail on question settings, saving, and distribution options, refer to the following article:

How to Build and Distribute Surveys in the Console

Calculating NPS Percentages

Respondents to NPS Surveys can be grouped as follows:

• Promoters (scores of 9–10) are loyal enthusiasts who become key advocates for your product and fuel growth by referring more users
• Passives (scores of 7–8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings
• Detractors (scores of 0–6) are dissatisfied customers who might impede growth by giving negative feedback to prospects

Subtracting the percentage of Detractors from the percentage of Promoters yields the NPS, which ranges from -100 (if every respondent is a Detractor) to 100 (if every respondent is a Promoter).