Today we're excited to announce a new timeline feature for our Net Promoter Score (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.
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:
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.