Introducing NPS Template for In-App Notifications

One tool that stands out if you want to better understand your customers and improve retention is the Net Promoter Score (NPS).

According to Bain & Company, companies with high NPS scores grow at more than twice the rate of their competitors. NPS is a simple yet powerful way to gather insights that enhance customer experience, build loyalty, and drive growth.

Why NPS Matters for Your Business

NPS gives you a quick, efficient way to measure customer satisfaction and loyalty. With just one question—”How likely are you to recommend our product?“—you can gather valuable insights to shape your strategy and improve user experience.

Here’s why you should consider using NPS surveys:

• Actionable data: You can segment your audience into Promoters, Passives, and Detractors and tailor your marketing strategies to each group.

• Real-time feedback: Using in-app NPS surveys, you can collect instant feedback and address concerns immediately.
• Better engagement: A seamless feedback process leads to higher response rates, giving you better data to enhance customer experience.

For tips on the best times to send an NPS survey and how to automate it, check out our blog on The Right Time to Send NPS Survey & How to Automate It.

WebEngage’s Out-Of-The-Box NPS Template

Creating in-app NPS surveys is now easier than ever with our new out-of-the-box, pre-built HTML template. Explicitly designed for in-app notifications, this template allows you to collect feedback directly from your users—no complex design or coding skills are needed.

Make Your NPS Survey Truly Yours

With WebEngage’s NPS template, you can customize the survey according to your brand’s personality and goals.

Here’s how you can make it your own by simply tweaking the HTML:

1. Adjust the Rating Scale: Modify the standard 1-10 scale to fit your brand or use alternative phrases like “Not Likely” to “Extremely Likely”.
2. Match Your Branding: Tweak the colors, backgrounds, and fonts to match your app’s look and feel.
3. Tailor the Thank You Message: Customize the message your users see after submitting feedback, directing them to explore other pages or offers.

Event Tracking

The template includes built-in event tracking, which captures data such as:

• Rating (1-10): The score users give.
• Response Filled (Yes/No): Whether users left a comment.
• Response (String): The feedback they provided.

You can use this data to:

• Segment users based on their satisfaction levels.
• Automate follow-up actions, like sending a thank-you email to Promoters or offering a discount to Detractors.
• Personalize journeys based on feedback to boost retention.

Use Cases to Explore

No matter what industry you’re in, NPS surveys can help you collect the feedback you need to improve. Here are a few examples.

1. E-commerce: Trigger NPS after a purchase is completed or post-delivery. Use this data to optimise checkout processes, product recommendations, and customer satisfaction.
2. Travel & Hospitality: Send an NPS survey after booking, check-in, or at the end of a stay to identify service gaps and areas for enhancing guest experiences in real time.
3. Financial Services: Gather NPS after users complete significant financial transactions or engage with customer support. Actionable insights can drive improvements in product offerings and customer service efficiency.
4. EdTech: Collect NPS after course/module completion or when students interact with support. Use feedback to improve course quality, teaching methods, or platform usability.

Once you’ve gathered NPS feedback, the next step is taking action. Read our blog on 5 Actions You Must Take After Measuring NPS for insights on effectively responding to your NPS data.

On the Dashboard

Once you reach the message tab of creating your In-app notifications, you are presented with a ‘Select a Layout’ page where you can select ‘NPS Rating’ to start building your survey.
Our knowledge base has a detailed guide to help you implement and customize the template to fit your needs.

Wrapping Up

Gathering valuable feedback is vital to improving your product and delighting customers. WebEngage’s NPS template makes this easy by streamlining the process of collecting insights directly within your app. With a simple setup, flexible customization, and robust tracking features, you can quickly turn feedback into action and enhance your user experience.
Ready to elevate your customer experience? Reach out to your CSM or drop us an email at product@webengage.com!