Are you interested in setting up a Net Promoter Score (NPS) survey on your WordPress website? NPS is a powerful tool for gauging customer loyalty, improving your brand’s reputation, generating new product ideas, and enhancing customer service. In this extensive guide, we will walk you through the process of effortlessly creating an NPS survey in WordPress and show you how to effectively leverage it to grow your business.
### Understanding Net Promoter Score (NPS)
The Net Promoter Score is a management tool that helps businesses measure customer loyalty. Introduced in 2003, it has been embraced by more than two-thirds of Fortune 1000 companies. At its core is a single question: “How likely are you to recommend our company/product/service to a friend or colleague?” Respondents rate this question on a scale of 0 to 10. Those who give a score of 9 or 10 are ‘Promoters,’ representing your most loyal customers who are likely to make repeat purchases and promote your business. Scores between 0 and 6 are ‘Detractors,’ signifying dissatisfaction and a decreased likelihood of future purchases or brand advocacy. A score of 7 or 8 places customers in the ‘Passives’ category, indicating a middle ground in their loyalty.
Your Net Promoter Score is calculated by subtracting the percentage of detractors from the percentage of promoters, resulting in a score ranging from -100 to 100. A positive score between 0-40 is considered good, while 50 or higher is excellent.
Despite the widespread use of NPS surveys in business, many survey tools can be expensive, making them less accessible to small businesses. In this article, we will present two methods for creating an NPS survey within WordPress: using the WPForms plugin or the UserFeedback plugin.
### Method 1: Creating an NPS Survey in WordPress using WPForms (Recommended)
To begin, you’ll need to install and activate the WPForms plugin. WPForms offers a premium plugin, and the survey addon used in this tutorial is available with their Pro plan.
After activation, go to WPForms > Settings in your WordPress dashboard to enter your license key, found in your WPForms account.
With your license key entered, proceed to WPForms > Addons, and find the ‘Surveys and Polls Addon.’ Click ‘Install Addon’ to enable it.
Now that the addon is active, you can create your first Net Promoter Score survey form. Visit WPForms > Add New in your WordPress admin panel. Provide a title and select a form template; WPForms offers various pre-built templates, including the ‘NPS Survey Simple Form’ template used in this guide.
WPForms will open the form builder, which allows you to edit existing fields and add new ones. Customize question text and make fields required if needed.
Your NPS survey form is nearly ready, but to gain more insightful feedback, add conditional fields based on user responses.
#### Incorporating Conditional Logic into the NPS Survey Form
WPForms includes powerful conditional logic to show or hide form fields based on user responses. Utilize this feature to ask for tailored feedback. For example, request additional comments from users who score between 0 and 6 to address their concerns, and seek testimonials from those scoring 9 or 10 for social proof.
Here’s how to add conditional fields to your NPS survey form:
1. Select the question following the NPS scale.
2. Go to the ‘Smart Logic’ tab on the left menu and enable ‘Conditional Logic.’
3. Configure logic to show this field only to users with scores between 0 and 6. WPForms sets default logic but adjust as needed.
4. Repeat this process for other questions in the form based on your survey needs.
Remember to save your changes after setting up conditional fields.
#### Embedding Your Net Promoter Score Survey in WordPress
WPForms makes it easy to add forms to your posts or pages. Click the ‘Embed’ button in the form builder. You have two embedding options: create a new page or select an existing one. In this tutorial, we’ll create a new page. A popup window will appear; name your new page and click ‘Let’s Go.’ Your NPS survey form will be embedded in the content editor. Alternatively, use the WPForms block to add the form anywhere on your site. Click the ‘+’ button and choose your form from the dropdown menu. Save changes and visit your website to view the form in action. Users who select a score between 0 and 6 will be prompted to provide feedback.
#### Viewing Your Net Promoter Score Results
Once your form is live, WPForms automatically calculates your Net Promoter Score based on survey responses. Encourage customers to complete the NPS survey by sharing the survey link through email marketing or tools like OptinMonster for users meeting specific criteria, such as completing a purchase in your WooCommerce store.
After gathering responses, check your score at WPForms > All Forms in your WordPress dashboard by clicking the ‘Survey Result’ link under your Net Promoter Survey form. WPForms will display your total Net Promoter Score, along with the number of promoters, detractors, and passives. Results are presented in visually appealing charts and graphs. Utilize this feedback to enhance your product, introduce new features, support unhappy customers, and convert them into loyal advocates.
### Method 2: Creating NPS Survey in WordPress using UserFeedback
(Continuation of the article, discussing the alternative method using the UserFeedback plugin.)