WPBeginner

Beginner's Guide for WordPress

  • Blog
    • Beginners Guide
    • News
    • Opinion
    • Showcase
    • Themes
    • Tutorials
    • WordPress Plugins
  • Start Here
    • How to Start a Blog
    • Create a Website
    • Start an Online Store
    • Best Website Builder
    • Email Marketing
    • WordPress Hosting
    • Business Name Ideas
  • Deals
    • Bluehost Coupon
    • SiteGround Coupon
    • WP Engine Coupon
    • HostGator Coupon
    • Domain.com Coupon
    • Constant Contact
    • View All Deals »
  • Glossary
  • Videos
  • Products
X
☰
Beginner's Guide for WordPress / Start your WordPress Blog in minutes
Choosing the Best
WordPress Hosting
How to Easily
Install WordPress
Recommended
WordPress Plugins
View all Guides

WPBeginner» Blog» Plugins» How to Create a Net Promoter Score® (NPS) Survey in WordPress

How to Create a Net Promoter Score® (NPS) Survey in WordPress

Last updated on June 25th, 2018 by Editorial Staff
93 Shares
Share
Tweet
Share
Pin
Free WordPress Video Tutorials on YouTube by WPBeginner
How to Create a Net Promoter Score® (NPS) Survey in WordPress

Do you want to create a Net Promoter Score (NPS) survey in WordPress? Net Promoter Score is a popular method to measure customer loyalty, so you can improve your brand image. In this article, we will show you how to easily create a Net Promoter Score® Survey in WordPress, and how to properly use it to improve your business.

Creating Net Promoter Score survey in WordPress

What is Net Promoter Score?

Net Promoter Score is a management tool that helps businesses measure customer loyalty. The idea was first introduced in 2003, and since then more than two-thirds of Fortune 1000 companies have adopted it.

Here is how it works.

It is based on a single question, ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’.

The answer is provided on a scale of 0 to 10.

Customers who respond with a score of 9 or 10 are called ‘Promoters’. These are your brand’s most loyal customers and are highly likely to purchase again and recommend your business to others.

Users who answer with a score between 0-6 are considered ‘Detractors’. These are the customers who are unhappy with your business and are least likely to purchase or recommend your business.

Customers responding with a score of 7 or 8 are called ‘Passives’. They can be either promoters or detractors and are less likely to actively recommend your business and products to their friends or colleagues.

Your final NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. The overall score ranges from -100 to 100.

A -100 score means all customers are detractors and a full 100 score means all customers that took part in the survey were promoters. Normally, a score of positive numbers (0-40) is considered good, and a score of 50 or above is considered excellent.

Due to the popularity of NPS surveys among businesses, there are numerous very expensive survey tools that will charge you hundreds of dollars per month. These solutions are not very affordable for small businesses.

Luckily, you can use a WordPress survey plugin by WPForms which helps you create powerful NPS surveys at a fraction of the cost.

Let’s take a look at how to create a Net Promoter Score survey in WordPress.

Creating a Net Promoter Score (NPS) Survey in WordPress

First thing you need to do is install and activate the WPForms plugin. For more details, see our step by step guide on how to install a WordPress plugin.

WPForms is a paid plugin, and you will need at least their Pro plan to access their surveys addon used in this tutorial.

Upon activation, you need to visit WPForms » Settings page to enter your license key. You can find this information under your account area on WPForms website.

WPForms license

After entering your license key, you need to visit the WPForms » Addons page and locate the ‘Surveys and Polls Addon’. Go ahead and click on the ‘Install Addon’ button.

Install surveys addon

WPForms will now install the addon. Once finished, you need to click on the ‘Activate’ button to start using the addon.

You are now ready to create your first Net Promoter Score survey form.

Head over to WPForms » Add New page to create a new form. First, you need to provide a title for your form, and then select ‘Survey Form’ from the templates below.

Create a new survey form

WPForms will now load the form builder interface with some typical survey form fields. This is a drag and drop form builder where you can just point and click to edit any existing form fields or add new fields from the left column.

Delete all form fields

Net Promoter Score survey usually has just one question, which means we don’t need all these fields. Simply take your mouse over to each field and then click on the delete button to remove them.

After deleting all fields, click on the ‘Net Promoter Score’ field under the left column to add it in your form.

Add Net Promoter Score field

Your Net Promoter Score survey form is now almost ready. Simply getting the score is not very helpful because you don’t know why these customers are unhappy or happy.

Let’s add some smart conditional fields to the form to get more helpful feedback from users.

Adding Conditional Logic to Net Promoter Score Survey Form

WPForms comes with a smart conditional logic feature which allows you to show or hide form fields based on user’s answers to previous form fields.

You can use that feature to ask users for more feedback based on their answer. For example, you can ask users who select a score between 0-6 to give you another chance to make things right. These customers are unhappy and asking them for an opportunity to make things right will help you improve your relationship with these customers.

Similarly, you can also ask users giving a score between 9-10 to leave a testimonial and ask for their permission to share it on your website. These are your most loyal customers, and their testimonials can help you add social proof to your website.

Let’s add these conditional fields to your NPS survey form.

First, click on the ‘Paragraph Text’ field under the left column to add it in your form. After that click on the form field to edit the label.

Add paragraph text field and edit the label

We only want to show this field to users responding with a score between 0 and 6. To do that, we will add conditional logic to this form field.

Click to select the form field and then click on the ‘Conditionals’ menu from the left column. Now, click the checkbox next to ‘Enable conditional logic’ option.

Using conditional logic to hide feedback field

Now WPForms will display conditional logic rules. We will add rules to show this field if ‘Net Promoter Score’ field is not between 8 and 10.

You will need to add a rule for each value. You will also need to add a rule to only show this field when the survey field is not empty.

You can also repeat the process to add another Paragraph Text field to be displayed when users give a score between 9 to 10.

For those giving a score of 7 or 8, you should have a similar paragraph text field asking them for their top suggestion to improve the product. Typically these customers are happy with the overall product, but need one or two things to turn them into promoters.

Adding Your Net Promoter Score Survey in WordPress

WPForms makes it super easy to add forms to any post or page on your website.

Simply create a new page or edit an existing page. On the page edit screen click on the ‘Add Form’ button.

Add form button

This will bring up a popup where you need to select the survey form you created earlier and click on the ‘Add form’ button.

Select survey form

WPForms will now add the required shortcode to display the form in your page edit area. You can now save your changes and visit your website to see the form in action.

Net Promoter Score survey preview

Now, whenever a user selects a score between 0 to 6, they will see another form field asking for their feedback.

NPS survey form with feedback field

Viewing Your Net Promoter Score Results

After your form is live WPForms, will start calculating your Net Promoter Score based on survey results. You can send the NPS survey link to your customers using an email marketing service to encourage them to fill it out.

After a few users have filled the form, you can go ahead and check your score.

To do that, head over to WPForms » All Forms page. Click on the ‘Survey result’ link under your Net Promoter Survey form.

Net Promoter Score survey results

WPForms will now display your total Net Promoter Score along with the number of promoters, detractors, and passives. It will also break down the results in beautiful charts, bars, and graphs.

You can use the feedback from users to improve your product, add new features, as well as offer support to unhappy customers and turn them into loyal brand evangelists.

We hope this article helped you learn how to easily create a Net Promoter Score (NPS) survey in WordPress. You may also want to see our article on how to enable customer tracking in WooCommerce with Google Analytics.

If you liked this article, then please subscribe to our YouTube Channel for WordPress video tutorials. You can also find us on Twitter and Facebook.

93 Shares
Share
Tweet
Share
Pin
Popular on WPBeginner Right Now!
  • Revealed: Why Building an Email List is so Important Today (6 Reasons)

    Revealed: Why Building an Email List is so Important Today (6 Reasons)

  • How to Properly Move Your Blog from WordPress.com to WordPress.org

  • Google Analytics in WordPress

    How to Install Google Analytics in WordPress for Beginners

  • Checklist

    Checklist: 15 Things You MUST DO Before Changing WordPress Themes

About the Editorial Staff

Editorial Staff at WPBeginner is a team of WordPress experts led by Syed Balkhi. Trusted by over 1.3 million readers worldwide.

The Ultimate WordPress Toolkit

4 Comments

Leave a Reply
  1. Dave says:
    Dec 3, 2020 at 2:38 pm

    Hi,
    Thank you for a great article.

    Which version of WP Forms should I buy to create NPS like this from article? Is WP Forms Basic enough?

    Thank you in advance.

    Reply
    • WPBeginner Support says:
      Dec 4, 2020 at 9:26 am

      As we state in the article, you will need at least the Pro plan for what we do in the article :)

      Reply
  2. Sabitha says:
    Jul 4, 2018 at 6:34 am

    Hi, i absolutely got tons of value from your post. Please i have 2 quick questions.
    1. What is the number of plugins every blogger shouldn’t exceed? I currently have about 18 installed, would you consider that number outrageous. Please could you also check out my site and offer me a
    2. Your font is really beautiful. would you suggest plugins that would give me beautiful fonts just like yours?

    Reply
    • WPBeginner Support says:
      Jul 5, 2018 at 1:55 am

      Hi Sabitha,

      1. It depends on the plugins. Most well-coded WordPress plugins would work quite well and you can continue adding new plugins. However, poorly coded plugins can cause problems.

      2. See our list of best typography plugins for WordPress.

      Reply

Leave a Reply Cancel reply

Thanks for choosing to leave a comment. Please keep in mind that all comments are moderated according to our comment policy, and your email address will NOT be published. Please Do NOT use keywords in the name field. Let's have a personal and meaningful conversation.

Over 1,320,000+ Readers

Get fresh content from WPBeginner

Featured WordPress Plugin
RafflePress - WordPress Giveaway and Contest Plugin
RafflePress
Giveaway and Contest Plugin for WordPress. Learn More »
How to Start a Blog How to Start a Blog
I need help with ...
Starting a
Blog
WordPress
Performance
WordPress
Security
WordPress
SEO
WordPress
Errors
Building an
Online Store
Useful WordPress Guides
    • 7 Best WordPress Backup Plugins Compared (Pros and Cons)
    • How to Fix the Error Establishing a Database Connection in WordPress
    • Why You Need a CDN for your WordPress Blog? [Infographic]
    • 30 Legit Ways to Make Money Online Blogging with WordPress
    • Self Hosted WordPress.org vs. Free WordPress.com [Infograph]
    • Free Recording: WordPress Workshop for Beginners
    • 24 Must Have WordPress Plugins for Business Websites
    • How to Properly Move Your Blog from WordPress.com to WordPress.org
    • 5 Best Contact Form Plugins for WordPress Compared
    • Which is the Best WordPress Popup Plugin? (Comparison)
    • Best WooCommerce Hosting in 2020 (Comparison)
    • How to Fix the Internal Server Error in WordPress
    • How to Install WordPress - Complete WordPress Installation Tutorial
    • Why You Should Start Building an Email List Right Away
    • How to Properly Move WordPress to a New Domain Without Losing SEO
    • How to Choose the Best WordPress Hosting for Your Website
    • How to Choose the Best Blogging Platform (Comparison)
    • WordPress Tutorials - 200+ Step by Step WordPress Tutorials
    • 5 Best WordPress Ecommerce Plugins Compared
    • 5 Best WordPress Membership Plugins (Compared)
    • 7 Best Email Marketing Services for Small Business (2020)
    • How to Choose the Best Domain Registrar (Compared)
    • The Truth About Shared WordPress Web Hosting
    • When Do You Really Need Managed WordPress Hosting?
    • 5 Best Drag and Drop WordPress Page Builders Compared
    • How to Switch from Blogger to WordPress without Losing Google Rankings
    • How to Properly Switch From Wix to WordPress (Step by Step)
    • How to Properly Move from Weebly to WordPress (Step by Step)
    • Do You Really Need a VPS? Best WordPress VPS Hosting Compared
    • How to Properly Move from Squarespace to WordPress
    • How to Register a Domain Name (+ tip to get it for FREE)
    • HostGator Review - An Honest Look at Speed & Uptime (2020)
    • SiteGround Reviews from 4196 Users & Our Experts (2020)
    • Bluehost Review from Real Users + Performance Stats (2020)
    • How Much Does It Really Cost to Build a WordPress Website?
    • How to Create an Email Newsletter the RIGHT WAY (Step by Step)
    • Free Business Name Generator (A.I Powered)
    • How to Create a Free Business Email Address in 5 Minutes (Step by Step)
    • How to Install Google Analytics in WordPress for Beginners
    • How to Move WordPress to a New Host or Server With No Downtime
    • Why is WordPress Free? What are the Costs? What is the Catch?
    • How to Make a Website in 2020 – Step by Step Guide
Deals & Coupons (view all)
Drip Coupon Code
Drip Coupon
Get an exclusive 14-day FREE trial of this powerful marketing automation tool.
MemberPress
MemberPress Coupon
Get up to 50% OFF on MemberPress WordPress premium membership plugin.
Featured In
About WPBeginner®

WPBeginner is a free WordPress resource site for Beginners. WPBeginner was founded in July 2009 by Syed Balkhi. The main goal of this site is to provide quality tips, tricks, hacks, and other WordPress resources that allows WordPress beginners to improve their site(s).
Join our team: We are Hiring!

Site Links
  • About Us
  • Contact Us
  • FTC Disclosure
  • Privacy Policy
  • Terms of Service
  • Free Blog Setup
  • Free Business Tools
Our Sites
  • OptinMonster
  • MonsterInsights
  • WPForms
  • SeedProd
  • Nameboy
  • RafflePress
  • Smash Balloon

Copyright © 2009 - 2021 WPBeginner LLC. All Rights Reserved. WPBeginner® is a registered trademark.

Managed by Awesome Motive | WordPress hosting by SiteGround | WordPress CDN by MaxCDN | WordPress Security by Sucuri.