Introducing the new NPS timeline

April 5, 2017 by Nick Heim

Today we're excited to announce a new timeline feature for our NPS® polls, which helps you visualize your NPS performance over a 30-day window. 

If you want to know more about NPS and why you should measure it, keep reading; if you are already familiar with it, just skip the next section.

What NPS is, and why it’s useful 

Your NPS (Net Promoter Score) is a measure of your customers' loyalty to your brand, products and/or services.

You measure it by asking just one question: "On a scale from 1 to 10, how likely are you to recommend us to a friend our colleague?", and then calculate it by subtracting the percentage of your "detractors" (who scored you 6 or lower) from your promoters (who scored you 9 or 10).  

NPS is a useful metric when you want to: 

  • measure the likelihood of your customers recommending you to others
  • have a recurring benchmark to see how customer loyalty develops over time 
  • drive growth by reaching out to your promoters
  • fix issues by listening to your detractors and their feedback

You probably already know that you can use Hotjar to measure your NPS. We use it, too: you may have seen it recently after signing in to your interface.

 

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The new timeline feature

With this update, when you set up an NPS poll, you can now visualize your NPS score over the last 30 days. This helps you get a better picture of how your users’ satisfaction changes over time and/or in relation to specific events:

 

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To try it out, follow these instructions to set up your own NPS polls — and don’t forget to reach out if you need any help!

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Nick Heim

Nick has 10+ years experience in digital marketing and leadership across many business verticals including SaaS, B2B technology channels, and the music industry. He currently leads a team of Content and Product Marketers at Hotjar.

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