Net Promoter Score In-App Message

Measure your audience's loyalty with the NPS survey

Net Promoter Score or NPS is an indicator of users loyalty and their readiness to recommend your app to others. This metric is designed also to evaluate the experience of your customers and to predict the business growth. Net Promoter Score has been widely approved by more than two thirds of Fortune 1000 companies as a great tool to get in touch with customers.

How does it work?

The Net Promoter Score is calculated based on responses to a single question: "How likely would you be to recommend our product to a friend?"

The scoring for this answer is based on a 0 to 10 scale.

Respondents are grouped as follows: Promoters (score 9-10) - loyal enthusiasts and repeat buyers likely to advise your app to others, fueling growth. Neutrals (score 7-8) - satisfied but not enthusiastic enough customers vulnerable to competitive offerings. Detractors (score 0-6) - unhappy customers who can potentially damage your brand reputation and impede growth through negative word of mouth.

Use the NPS as a key measurer of your customers’ overall perception of your brand. NPS is a leading ratio of growth and provides key insights from the experience your customers have with your app.

Let's take a look at how to do that through the Pushwoosh Demo App example.

1. Prepare Rich Media

Select the readymade NPS Rich Media template and customize its appearance as you wish.

Don't forget to scroll to the very bottom of the list and change "Rate Now" URL to be the App Store URL of your app!

2. Add In-App

Go to the In-Apps and click on "Add In-App".

Give it a name "NPS Score" and select NPS Rich Media.

3. Choose audience segment

It makes sense to target users who are familiar with the app and some of its features already, in order to get the relevant feedback for your NPS metric.

Let's show the NPS In-App to the users who installed the app at least 7 days ago.

4. Schedule the NPS In-App

Now it's time to decide when to show the NPS in-app message.

Find some place in your app where the user is mostly engaged. This would be the best place to display NPS in-app message to the user.

Remember, In-Apps are triggered by Puswoosh Events, see Events guide on how to implement them in your app.

For the Pushwoosh Demo App let's use "CheckoutSuccess" event which means the user just finished a purchase in the app and is engaged.

5. Determine the frequency

The final touch is to set up frequency capping. We do not want to display this in-app message every time user performs the checkout. On the other hand, it is crucial to collect NPS rating on a periodic basis to understand how user loyalty changes across the time.

6. Confirm the settings

Take a glance at your settings and save the NPS in-app message.

7. Track the ratings

In the NPS In-App message template we have already created a code that posts "NPS Score"event with "rating raw" and "rating bucketed" attribute to Pushwoosh every time user responds to the message.

var ratingBucketed = "Neutral";
if (rate >= 9) ratingBucketed = "Promoter";
else if(rate >= 7 && rate <= 8) ratingBucketed = "Neutral";
else if (rate <= 6) ratingBucketed = "Detractor";
else ratingBucketed = "Neutral";
if (window.pushManager) {
window.pushManager.postEvent(JSON.stringify({
event: 'NPS Score',
attributes: {
"rating raw": rate,
"rating bucketed": ratingBucketed
}
}));
}

Now let's go to Events section of the Pushwoosh Control Panel and create a "NPS Score" event with "rating bucketed" attribute as String and "rating raw" attribute as Integer.

Go back to the app and rate it another time! (you might need to remove frequency capping for this)

Now you can view the stats on the rating selection your users make in the app! And you can even dive deeper to see the promoters, detractors or neutrals.