Why am I getting low NPS responses?

To improve your Net Promoter Score (NPS) response rates, it’s crucial to ensure that the surveys are targeted, timely, and relevant. Below are key strategies for optimizing your NPS settings:

1. Target Identified Users: Ensure you are sending NPS surveys to users who have been identified by the system. This means targeting users whose data has been properly tracked, ensuring more relevant and reliable feedback.

How to Set It Up:

Go to NPS Settings.
Under the Users to Prompt dropdown, select a specific segment to target identified users.

2. Use Filters to Target Specific User Roles: Customize your NPS surveys by targeting users based on roles (e.g., Admins, Pro Plan Users). Users with more substantial interactions with your product will provide more meaningful feedback.

How to Set It Up:

Go to NPS Settings.
In the Show for matching filters section, select a filter segment, or create a new segment to target specific user roles.

3. Avoid New Users: Set an Initial Delay to avoid showing the survey to users who have just signed up and may not yet have enough experience to provide useful feedback.

How to Set It Up:

Go to NPS Settings.
Under Initial Delay, set the delay to at least 30 days before showing the NPS survey to new users.

4. Mind the Frequency: Survey fatigue occurs when users are asked for feedback too frequently. To prevent this, ensure that users are not prompted too often.

How to Set It Up:

Go to NPS Settings.
Under Retry Delay (After the User Rates Your Site or App), set it to 90 days to avoid over-surveying.

5. Consider Email Surveys: In addition to in-app surveys, send NPS surveys via email to engage users who may not have interacted with your site or app recently.

How to Set It Up:

Enable email surveys from NPS settings.

Navigate to the NPS Dashboard > NPS by Email to configure email surveys.

You can also send NPS only to a specific user list by uploading the user list in CSV format.

6. Show the NPS Survey at Relevant Moments: Choose to show the NPS survey at moments when users are most likely to provide meaningful feedback. For instance, in an e-commerce environment, prompt users after they complete a purchase.

How to Set It Up:

Go to NPS Settings.
Show in URLs, and define specific URLs where the NPS prompt should appear. Use wildcards () for flexibility and separate multiple URLs with semicolons.