Last Updated Jul 18 2019

Setting up an NPS® survey

When you’re ready to start collecting Net Promoter Score, sign up for a free Hotjar account and use its NPS feature to create surveys for your customers. Below, we give you the step-by-step instructions for the two main types of NPS survey you can run.  

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Two types of NPS survey

Using Hotjar, you can create on-page surveys that show up directly on your website, or NPS surveys that you can share with your customers via email.

Method 1: create a survey to send via email

Following the 7 steps described below can help you create an NPS survey that looks like this. You can then share the URL with your customers via email and start collecting their feedback.

STEP 1: create a new survey

Click on ‘Surveys’ in the sidebar menu, then ‘New Survey’.
select-surveys

STEP 2: give your survey a title

We’ll call ours Hotjar NPS survey. You can customize this field by choosing whatever name you prefer (the more descriptive, the easier for you and your teammates to refer back to it).

nps-survey-title

STEP 3: add a description to help your customers understand what you need

The Hotjar survey template has a space where you can add a short description with instructions or information for your customers. A fairly standard sentence that you can re-use or edit as you need could be:

At [XXX], we use your feedback to improve our product, so thank you for taking the time to fill in this survey. It should not take you more than 1-2 minutes to complete it.

nps-survey-description

STEP 4: add your thank you note

In the template, this field is pre-filled by default with the sentence Thank you for filling out this Survey. Your feedback is highly appreciated!. As always, you are free to edit and customize the sentence however you like.

nps-survey-thank-you-message

STEP 5: add the NPS question

  • Click ‘Add question’
  • From the drop-down menu, choose the ‘Net promoter score’ option
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  • Write the standard NPS question, replacing the [X] in this example with your company’s name: How likely are you to recommend [x] to a friend or colleague? If you need/want to word the question differently, you can take a look at our NPS questions chapter

Remember to toggle the ‘required’ switch on to green, which makes the answer mandatory.

nps-survey-question-01

STEP 6: add the follow-up questions

  • Click ‘Add question’
  • From the drop-down menu, choose ‘Long text answer’

 

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  • Write in the first follow-up question, What’s the main reason for your score?, and toggle the ‘required’ button again
nps-survey-question-02

Repeat STEP 6 for any other follow-up question you may want to ask, for example: What should we do to WOW you?. Leave the toggle on grey if you want to make any further question optional—and take another look at our NPS questions chapter for more ideas on what to ask and how.  

STEP 7: activate your Survey

Use the “Preview” option if you want to see the final survey ahead of sending it out to your customers. Once you’re happy with the survey, set the status to ‘Active’, click on ‘Create Survey’, and you’re done!

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Once the survey has been filled in, you can view the survey responses and your Net Promoter Score will automatically be calculated.  

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Method 2: create an on-page NPS survey

With Hotjar, you can also create an on-page survey that shows up directly on your website pages. We call them “polls”, and here are the 8 quick steps you need to add them to your site.

STEP 1: create a new Poll

Click on ‘Polls’ in the sidebar menu, then ‘New Poll’.

select-polls-NPS-survey

STEP 2: give your poll a name

We’ll call ours Hotjar NPS poll. You can customize the field by choosing whatever name you prefer (the more descriptive, the easier for you and your teammates to refer back to it).

nps-poll-step-01

STEP 3: select page targeting

Here, you can select which page(s) your NPS poll will show up on. If you need more in-depth information, read our quick Page-Targeting for Feedback Tools article.

nps-poll-step-02

Note: if you are on a PLUS plan, you can select how many visitors should see this Poll as a percentage of your total visitors.

 

Step 4: add the NPS question

From the drop-down menu, select the Net Promoter Score option and the standard NPS question will appear.

nps-poll-step-03

STEP 5: add your follow-up questions

  • Click ‘+Add question here’
  • From the drop-down menu, choose the type of answer field you require (e.g. ‘Long text answer’, ‘Short text answer’)
  • Write in the first follow-up question (e.g. What’s the main reason for your score?)

Repeat step 5 for any follow-up question you might want to ask.

 

STEP 6: customize the appearance of your on-page survey

In this section, you can modify the position of the pop-up on your page and its background color. If you are on a Business plan, you can also hide the Hotjar branding.

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STEP 7: customize the behavior of your on-page survey

From this final section you can:

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STEP 8: Activate your NPS poll

Set the status to ‘Active’, click on ‘Create Survey’, and you’re done!

NOTE: after a Poll is created and data is collected, any edits to a Poll will alter the results. To make edits, it is best to create a new Poll.

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Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.