Are users happy with the user experience on your site?
Let’s see how to gather feedback on user happiness using an NPS survey!
What is NPS?
- NPS stands for ‘Net Promoter Score’. It’s a way to measure client satisfaction, and helps you understand how you can improve your product, offering and more.
- In an NPS survey, users are given a question to which they can answer on a scale from 0-10. For example, ‘On a scale from 0 - 10, how likely are you to recommend our service to a friend?’
Step 1: Create your NPS survey
Let’s start by creating an NPS survey - for simplicity, you can use the ready made NPS template.
Host the survey on key pages such as the ‘confirmation page’ users land on after signing up to a service or making a purchase.
Need help creating an NPS survey?
Step 2: Analyze the result
Once you've gathered the data, it’s time to analyze your result and calculate your NPS score. In the results section, take a look at the following:
- What is your overall NPS score?
- Are the majority of your users promoters, passives or detractors?
- What is the general sentiment? Are you seeing patterns or specific pain points in the written responses?
Step 3: Dive deeper with Session Replay
View the sessions related to the survey feedback to get a deeper understanding of the feedback users left. You can access the replays related to your NPS survey directly via the application.
Let’s say a user left feedback about a broken element or a bad user experience - by viewing the replay of the session, you get insight into what could be the cause of the negative feedback.
Step 4: Create a Detractor segment
Create a segment based on users who are categorized as ‘Detractors’ in your NPS survey. With this segment, you can analyze the user behavior further.
For example, using the segment inside the Journey Analysis, you get insight into how they navigate compared to users who e.g. made a purchase.
You can create a detractor segment directly from the analysis context:
- Select ‘Dynamic Variable’
- Select your NPS survey in the ‘One page with the key’ field.
- Select the value that you want to analyze - if you want to create a detractor segment, select ‘number’ > ‘less than’, and the value which is the lowest before answers are categorized as ‘detractors’.
- Click ‘Save as new segment’.
Now, you can analyze the segment inside all the different Contentsquare modules!
Look for signs or frustration - for example, in the Journey Analysis, are you seeing signs of looping behavior or early exits?
Step 5: Prioritize what to improve
Use the insights you’ve gathered to prioritize what needs to be improved or edited first. Using the AI generated survey summary, you get a quick overview of whether your responses contain mostly detractors, neutral or promoters.
If needed, you can alert the relevant team directly from inside the results tab by creating a Jira ticket.