> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# NPS Surveys

> Create, distribute, and analyze Net Promoter Score surveys in HoopAI to measure customer loyalty and drive retention.

Net Promoter Score (NPS) is a single-question loyalty metric that asks contacts how likely they are to recommend your business on a scale of 0 to 10. The simplicity of NPS makes it one of the most widely adopted customer experience benchmarks. HoopAI lets you create NPS surveys, distribute them across channels, and automate follow-ups based on the score.

## How NPS works

Respondents are grouped into three segments based on their answer:

| Score   | Category       | Meaning                                                                   |
| ------- | -------------- | ------------------------------------------------------------------------- |
| 9 -- 10 | **Promoters**  | Loyal enthusiasts who will keep buying and refer others                   |
| 7 -- 8  | **Passives**   | Satisfied but unenthusiastic -- vulnerable to competitors                 |
| 0 -- 6  | **Detractors** | Unhappy contacts who can damage your brand through negative word-of-mouth |

**NPS formula:** % Promoters minus % Detractors = NPS (ranges from -100 to +100)

<Tip>
  An NPS above 0 is generally positive, above 30 is strong, and above 70 is world-class. Compare your score to industry benchmarks rather than aiming for an absolute number.
</Tip>

## Creating an NPS survey

<Steps>
  <Step title="Navigate to Surveys">
    Go to **Sites > Surveys** and click **Create Survey**. Choose a blank survey or start from the NPS template if available.
  </Step>

  <Step title="Add the NPS question">
    Add a **Rating** field to your first slide. Set the scale to **10 steps** and use a number or star icon. Set the question text to "How likely are you to recommend us to a friend or colleague?"
  </Step>

  <Step title="Configure scale labels">
    Add endpoint labels: set the left label to **"Not at all likely"** and the right label to **"Extremely likely"**. This provides clarity for respondents.
  </Step>

  <Step title="Map to a custom field">
    Map the rating field to a **custom contact field** (e.g., "NPS Score") so the value is stored on each contact record in the CRM.
  </Step>

  <Step title="Add a follow-up slide (optional)">
    Add a second slide with an open-text field asking "What is the main reason for your score?" This qualitative feedback is invaluable for understanding the number.
  </Step>

  <Step title="Save and publish">
    Click **Save** to finalize your survey. Configure a thank-you message or redirect URL in the submission settings.
  </Step>
</Steps>

## Customizing your NPS survey

<Tabs>
  <Tab title="Branding">
    * Upload your logo in the survey header
    * Set brand colors for the background, buttons, and progress bar
    * Choose a font that matches your website
    * Add a custom favicon for the hosted survey URL
  </Tab>

  <Tab title="Follow-up questions">
    Use **Jump To logic** to route respondents to different follow-up slides based on their score:

    * **Promoters (9-10):** Ask for a testimonial or referral
    * **Passives (7-8):** Ask what would make the experience better
    * **Detractors (0-6):** Ask what went wrong and how to improve
  </Tab>

  <Tab title="Rating display">
    Choose how the rating value is stored on the contact record:

    * **Absolute value** -- the raw number (e.g., 8)
    * **Percentage** -- converted to a percentage of the scale (e.g., 80%)
    * **Fraction** -- stored as a fraction (e.g., 8/10)
  </Tab>
</Tabs>

## Distribution methods

Distribute your NPS survey through multiple channels to maximize response rates:

<CardGroup cols={2}>
  <Card title="Email" icon="envelope">
    Embed the survey link in an email campaign or workflow email. Include a compelling subject line like "We'd love your feedback (takes 30 seconds)."
  </Card>

  <Card title="SMS" icon="comment-sms">
    Send a short text with the survey link. SMS surveys typically see higher open rates than email.
  </Card>

  <Card title="After service" icon="calendar-check">
    Trigger the survey automatically after an appointment, purchase, or support interaction using a workflow.
  </Card>

  <Card title="In-app or website" icon="browser">
    Embed the survey on your website or client portal using the embed code from the survey settings.
  </Card>
</CardGroup>

<Note>
  Timing matters. Send NPS surveys 24 to 48 hours after a key interaction when the experience is still fresh. Avoid sending more than once per quarter to the same contact to prevent survey fatigue.
</Note>

## Analyzing NPS results

View results by navigating to **Sites > Surveys** and selecting your NPS survey. The analytics view shows:

* **Overall NPS score** -- the calculated NPS based on all responses
* **Score distribution** -- a breakdown of how many respondents fall into each category (Promoters, Passives, Detractors)
* **Response trends** -- NPS over time to track whether satisfaction is improving
* **Open-text responses** -- qualitative feedback from follow-up questions
* **Per-slide drop-off** -- identifies where respondents abandon the survey

## Automating follow-ups based on NPS

Use workflow triggers to respond automatically based on the submitted score.

<Steps>
  <Step title="Create a workflow">
    Navigate to **Automation > Workflows** and create a new workflow. Select the **Form Submitted** trigger and choose your NPS survey.
  </Step>

  <Step title="Add conditional branches">
    Add an **If/Else** condition that checks the NPS custom field value:

    * **If score is 9 or 10** (Promoter): Send a thank-you email with a referral link or Google review request
    * **If score is 7 or 8** (Passive): Send a personalized email asking how you can improve
    * **If score is 0 to 6** (Detractor): Notify a team member via internal notification to follow up personally
  </Step>

  <Step title="Activate the workflow">
    Toggle the workflow to **Active**. Every NPS submission will now trigger the appropriate follow-up automatically.
  </Step>
</Steps>

<Warning>
  Always test your workflow with sample submissions before activating it for all contacts. Verify that the correct branch fires for each score range.
</Warning>

## Benchmarks and best practices

<AccordionGroup>
  <Accordion title="What is a good NPS score?">
    NPS varies by industry. SaaS companies average 30 to 40, while healthcare and professional services often see 50 to 70. Focus on trending upward rather than hitting a specific number.
  </Accordion>

  <Accordion title="How often should I send NPS surveys?">
    Most businesses send NPS surveys quarterly. Transactional NPS (after specific interactions) can be sent more frequently, but avoid surveying the same contact more than once every 90 days.
  </Accordion>

  <Accordion title="How do I increase response rates?">
    Keep the survey to one or two slides. Personalize the invitation with the contact's name. Send at the right time (not weekends or holidays). Use SMS for higher open rates.
  </Accordion>

  <Accordion title="Should I follow up with detractors?">
    Always. A personal follow-up within 24 hours can turn a detractor into a loyal customer. Use automation to alert a team member immediately when a low score is submitted.
  </Accordion>
</AccordionGroup>