Net Promoter Score™

A net promoter score, or NPS, reveals the likelihood of a customer recommending your brand to someone. They may refer a family member, friend, colleague, boss, etc. It even includes recommendations via online reviews left for strangers on the internet.

While your customer satisfaction score measures your buyer’s feelings about a particular purchase or interaction with your brand, NPS encompasses their overall feelings about your brand as a whole.

Everything about your brand goes into their consideration, from your website design, product photos, and checkout process to your brand packaging, shipping, and more.

NPS offers numerous benefits: 

  • Boost sales and ROI while lowering customer acquisition costs
  • Enhance your adwords spend & Google Seller Ratings
  • Predict churn rates and identify areas to improve
  • Improve your marketing strategies to align with your customers' direct feedback

Learn more about why NPS is an important digital marketing tactic here.

*Net Promoter Score(NPS) is available in the Professional Plan


In This Guide


Introduction To Net Promoter Score (NPS)

https://stamped.io/features/net-promoter-score

NPS is a company overall rating survey where your customers write their overall experience with you with a scoring of 1 - 10. 

The scores are computed to provide an overall index that determines the customer's satisfaction level and their willingness to recommend your company to others.

NPS has been correlated with revenue growth, and been used by the top companies in the world.

  • Promoters (Score: 9-10):
    Loyal enthusiasts who will keep buying and refer others, fueling growth
  • Passives (Score: 7-8):
    Satisfied but unenthusiastic customers who are vulnerable to competitive offerings
  • Detractors (Score: 0-6):
    Unhappy customers who can damage your brand and impede growth through negative word-of-mouth

NPS Formula

How to calculate Net Promoter Score

NET PROMOTER SCORE = % PROMOTERS - % DETRACTORS


Setting Up NPS In The Dashboard

  1. Go to Dashboard > Settings > Customize > Net Promoter Score
  2. Toggle the button beside the "Enable Net Promoter Score", make sure it's green.
  3. You can customize the NPS email once it is enabled.

Display And Form Widgets Compatible With NPS

There are currently 3 display widgets and 1 form widget compatible with NPS (also called site reviews on the display widgets) so that the customers can easily differentiate between the 2 types of reviews.

Display Widgets

1
NPS Carousel  

2
Full Page 

3
Side Drawer  

Form Widget

1
Net Promoter Score Form Modal

Installing NPS Display And Form Widgets

Note: We do provide NPS widgets installation services for our users.

For NPS Carousel
*Recommendation: home page

  1. Utilize the following widget code: 

    <div id="stamped-reviews-widget" data-widget-type="carousel-nps" data-title="What some of our customers have to say..." data-limit-words="50"></div>
  2. Enter the desired input on their respective field.

    Field Description Default Setting
    Carousel Title (Optional) Update the title at the top of the widget "What some of our customers have to say..."
    Limit Words (Optional) Limit the max number of words to display for each message (e.g. 100) All the words will be displayed

For the rest of the NPS display widgets (Full Page and Side Drawer)
*Recommendation: Full Page on a dedicated page | Side Drawer on all pages

  1. Go to Dashboard > Settings > Displays > Widgets > Display Widgets > Full Page / Side Drawer
  2. Enter the customizations (optional) in their respective field.
  3. Click on the "Get Codes" button to generate the codes
  4. Copy the generated codes and paste them at the desired location in your template file.

For Net Promoter Score (NPS) Form Modal
*Recommendation: dedicated page, checkout page (for Shopify users only, under Settings > Checkout > Additional Script section in Shopify Admin)

  1. Go to Dashboard > Settings > Displays > Widgets - Form Widgets > Net Promoter Score Form Modal
  2. Enter the variable of the Customer's email (required). For example, {{customer.email}}
  3. Enter the rest of the localization field (optional) in their respective field. 
  4. Click on the "Get Codes" button to generate the codes
  5. Copy the generated codes and paste them at the desired location in your template file.

Uploading NPS into Google Seller Ratings

Once you have collected sufficient NPS for your store, you can consider uploading them into Google as Seller Ratings, which can be displayed in Google Text Ads to improve conversions. 

Please visit the following documentation for more information on the Google Seller Rating feature.