Introduction
The NPS feature is a lightweight feedback collection and analysis tool built into your platform. It captures how likely your customers are to recommend you on a 0–10 scale, with optional follow-up text feedback. By gathering both quantitative scores and qualitative insights, NPS helps your product and support teams identify satisfaction drivers and spot areas for improvement.
The feature operates at the tenant level, meaning all NPS responses are scoped to your organization and kept separate from other tenants. Response collection is non-blocking—customers can dismiss the survey without interrupting their workflow, and feedback submission never interferes with their experience on your site.
How to Access and Configure
Enabling NPS
Navigate to your Settings or Feedback section in your admin area.
Locate the NPS configuration panel.
Toggle NPS on to enable the feature at the tenant level.
Customizing Your Survey
Once enabled, you can customize:
Question Text — Modify the default question (typically "How likely are you to recommend us?") to match your brand voice.
Scale Labels — Customize the labels for the 0–10 scale if desired.
Follow-up Prompt — Add optional text to encourage detailed feedback after respondents select their score.
Display Settings
Choose how and when the NPS widget appears to your customers:
Immediately Visible — The survey displays right away when customers visit a page.
Scheduled Delay — Set a delay in milliseconds before the widget appears (for example, after a customer has spent time on your documentation or support portal).
Hidden by Default — Keep the widget disabled until you manually trigger it or enable it for specific contexts.
Managing Survey Fatigue
The widget respects user dismissal preferences to avoid over-prompting:
When a customer dismisses the survey, their preference is stored (via cookie or localStorage).
The widget will not re-prompt excessively within a single session or across short time windows.
Admins can configure dismissal logic to balance feedback collection with user experience.
Embedding
Adding the NPS Widget to Your Pages
The NPS widget is a reusable React component that you can embed on any customer-facing page—documentation portals, help centers, support dashboards, or your website.
Basic Implementation
Place the NPS widget component (e.g., <NPSWidget /> or <NPSFeedback />) on your page and pass configuration props:
enabled — Boolean flag to turn the widget on or off.
customQuestion — Optional custom survey question text.
surveyDelay — Delay in milliseconds before the widget displays.
onResponse — Callback function to log responses.
Placement and Styling
Position the widget near the bottom of pages or in a fixed sidebar location.
Style it to match your portal's design system and branding.
Ensure the widget is fully responsive and works on mobile devices.
The component will gracefully degrade if the backend endpoint is unavailable, so customers are never blocked.
How It Works
When a customer interacts with the widget:
They select a score (0–10).
Optionally, they provide text feedback.
The widget submits the response via POST to your backend NPS endpoint (e.g.,
/api/feedback/nps).The response is stored in your tenant's database.
The customer can dismiss the widget, and their preference is remembered.
Reviewing NPS Feedback
Accessing the Feedback Dashboard
Navigate to Settings > Feedback or Customer Insights in your admin area.
Select the NPS Responses or Feedback tab.
Understanding Aggregated Metrics
The dashboard displays high-level NPS trends:
Average NPS Score — The mean score across all responses.
Score Distribution — A histogram showing how many responses fall into each score range (0–10).
Trend Over Time — A chart showing how your NPS score has changed over days, weeks, or months.
Reviewing Individual Responses
Below the aggregated metrics, you'll find a sortable list of individual responses. Each entry shows:
Timestamp — When the feedback was submitted.
Score — The customer's 0–10 rating.
Text Feedback — The optional written comment (if provided).
User Identifier — Information to help you identify the respondent (if available).
Use sorting and filtering to:
Find responses with the lowest scores to identify pain points.
Search for specific keywords in feedback text.
Segment responses by date range to track improvements.
Data Privacy
Feedback text may contain personally identifiable information (PII) or sensitive data. Handle all NPS responses according to your privacy policy and data protection obligations. Ensure access to the feedback dashboard is restricted to authorized team members.
Best Practices
Timing and Placement
Delay the Survey — Use the scheduled delay feature to let customers interact with your product or documentation first. Asking for feedback too early may result in incomplete impressions.
Natural Pause Points — Display the widget after a customer completes a task (e.g., after viewing N articles, submitting a support ticket, or on their first visit after a set duration).
Avoid Interruption — Position the widget so it's visible but not intrusive; a fixed sidebar or bottom-right corner often works well.
Customization
Keep the Question Simple — The default question is proven and widely recognized. Only customize if your brand voice requires it.
Encourage Feedback — Use your follow-up prompt to gently ask for written feedback, especially from detractors (scores 0–6) and promoters (scores 9–10).
Response Analysis
Act on Feedback — Review low-score responses regularly and identify common themes.
Close the Loop — When possible, follow up with customers who left detailed feedback, especially detractors. This shows you value their input and can turn critics into advocates.
Track Progress — Monitor your NPS trend over time. A rising average indicates improving satisfaction; a declining trend signals a need to investigate.
Respecting User Preferences
Honor Dismissals — Do not force the survey on users who have dismissed it. Respect their choice to maintain a positive experience.
Avoid Over-Prompting — Configure dismissal windows so customers are not asked repeatedly in short timeframes.
FAQ
What is a good NPS score?
NPS scores typically range from −100 to +100. Scores above 50 are considered excellent, 0–50 is good, and negative scores indicate room for improvement. The benchmark depends on your industry; compare your score to competitors and industry averages for context.
Can I customize the survey question?
Yes. In your NPS configuration settings, you can modify the question text, scale labels, and follow-up prompt to match your brand and specific feedback needs.
How often will customers see the NPS survey?
This depends on your configuration. The widget respects user dismissal preferences and will not re-prompt excessively within a session or short time window. You can adjust the dismissal logic and display delay settings to control frequency.
Is the feedback text optional?
Yes. Customers must provide a 0–10 score, but the written feedback is optional. This keeps the survey quick while still allowing those who want to elaborate to do so.
Where is NPS feedback stored?
All NPS responses are stored in your tenant's database and scoped to your organization. Multi-tenant isolation is enforced at the database and API levels, so your feedback is completely separate from other tenants.
Can I export NPS data?
The feedback dashboard allows you to view and sort responses. For detailed export options, check your admin settings or contact your support team.
What happens if the NPS endpoint is unavailable?
The widget gracefully degrades if the backend endpoint is unreachable. Customers will not be blocked or see errors; the widget will simply not submit the response. Once the endpoint is back online, future submissions will be captured normally.
Can I use NPS on multiple pages?
Yes. You can embed the NPS widget on any customer-facing page—documentation portals, help centers, support dashboards, or your website. Each page can have its own display settings and delay configuration.
How do I handle sensitive information in feedback?
Feedback text may contain PII or sensitive data. Ensure access to the feedback dashboard is restricted to authorized team members, and handle all responses according to your privacy policy and data protection regulations.
Can I disable NPS for specific users or pages?
Yes. Use the enabled prop when embedding the widget to turn it on or off for specific pages or user segments. You can also disable NPS globally in your settings and re-enable it when ready.