The Net Promoter Score® (NPS®) is a powerful tool that helps you measure how satisfied your users are with your online school and can even help predict your school's growth. This feature gives you valuable feedback from your learners by asking one simple question:
"How likely are you to recommend this school to a friend or colleague?"
You can read more about NPS® here.
| Net Promoter, NPS, and the NPS-related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. |
In this article, we will learn how to enable and configure NPS in your school, customize the form's appearance, review and analyze user responses, and how to re-show the NPS survey.
Enable and Setup NPS
To enable NPS, navigate to Marketing → NPS → Setup.
After you activate the feature, there are some details you need to set up:
1. When to collect NPS Data. You can choose the form to appear always to your users or in a specific timeframe. You also have the option to add tags to your users who submit the NPS form within the NPS data collection period.
2. The NPS form audience. Your form can appear to:
- All users.
- Paying users only. You can also configure how many days the user needs to be a paying user before showing the NPS survey.
- Users who have spent more than X hours on the platform.
- Tagged users.
3. Where to show the NPS form. The form can be shown on the after-login page or on all of your pages. However, you can exclude the payment page or/and your course player pages.
4. If users can skip the NPS form, you can allow them to skip your form but also set when to show skipped NPS form again, and when to stop showing skipped NPS form.
5. You can Ask users for ratings repeatedly, and configure if you wish to show the NPS form again to the users who answered upon reactivating the NPS.
NPS Form Appearance
Go to the "Appearance" tab to set how the form looks.
Layout Options:
- Default
- Fullscreen
- Dialogue
- Sidebar
You’ll see a preview/mockup of how your form will look. You can also adjust the form’s width.
Customize Text & Feedback:
You can edit:
- The main NPS question
- Labels on the form
- The thank-you message after submission
It’s best to keep the original NPS question and only translate it if needed.Additional settings:
- Auto-close the form after submission
- Add a follow-up question to collect more feedback
Use the preview option to make sure your changes look exactly as you want.
View and Analyze NPS Results
In the Results tab, you’ll find key metrics and trends based on your users’ feedback. You can view:
Overall user satisfaction
Rating frequency
Responses per day
NPS score trends over time
The system categorizes users into three groups based on their scores:
Detractors (score 1–6)
Passives (score 7–8)
Promoters (score 9–10)
Visual diagrams help you better understand your users' sentiment.
NPS Form Responses
Go to the "Responses" tab to review each submission. Here, you can:
View individual user responses
Apply filters
Export responses
Delete entries if needed
View responses from a specific user group
See how much time each user spent on the platform
Where else does the NPS information show up?
1. You can check your users' responses on their User Card.
2. Zapier.
3. API.
4. Webhook responses that involve user info.
Re-show the NPS survey
If you want to re-show the NPS survey so users can re-fill it out, this has to be done for all the users. So, you will need to:
1. Keep the setting as "YES"
2. Disable NPS and Save.
3. Re-enable NPS and Save again.
This will trigger the NPS form to be re-show to everyone. It is important to note that the previous responses will not be deleted.Here is how an NPS form will appear to your users:
The Net Promoter Score (NPS) is not available in the Mobile Apps.