Create your first NPS survey

NPS — Net Promoter Score — is the question "how likely are you to recommend us to a friend or colleague?" answered on a 0 to 10 scale. Yaplet does not have a dedicated NPS campaign type; you build one from an ordinary survey with a numeric scale question, which takes about two minutes.

1. Create the survey

Go to Marketing → Engagement → Surveys and click Add Survey in the top right. Choose New Item for an empty survey, or start from the Customer Feedback Survey template and delete what you do not need.

2. Find your way around the builder

The survey builder has three columns:

• Inputs on the left — the list of steps, in the order the visitor sees them. The button at the top adds a new one.
• The preview in the middle — what the selected step looks like in the widget.
• Edit Field on the right — the settings for the selected step.

Along the top: Preview opens the survey in a new tab so you can answer it yourself, and Settings, Trigger, Responses, Reports and Save do what their names say.

3. Add the NPS question

1. Add a Numeric scale step.
2. In Question, write the NPS wording: "How likely are you to recommend us to a friend or colleague?"
3. Set Minimum Value to 0 and Maximum Value to 10. New scale questions start at 1 to 10, so the minimum has to be changed.
4. Set Lowest Label to "Not at all likely" and Highest Label to "Extremely likely".
5. Optionally add a Subtitle for extra context, and turn on Required Field if an answer is compulsory.

4. Add the follow-up question

The score alone tells you very little. Add a Long text step after it asking why — "What is the main reason for your score?" works for everyone.

Yaplet surveys do not branch, so every visitor sees the same follow-up whatever they scored. If you want to ask promoters and detractors different things, that means two separate surveys with different triggers, not one survey with a rule inside it.

5. Add a welcome and a thank-you

A Welcome message step introduces the survey and always stays first. The thank-you message always stays last. Neither can be dragged out of position, and neither counts as a question.

6. Fill in the settings

Click Settings and set the Name for your own list, the Widget the survey belongs to, and leave Published off until you are ready.

7. Set the trigger

NPS is usually asked on a cadence rather than after a specific action. Click Trigger and pick a pattern:

• Every 90 days — When to trigger: Session, on session start. Frequency: Send X times every Y days, with X as 1 and Y as 90. This is the usual NPS rhythm.
• After they have had time to form an opinion — the same, plus visitor rules such as Signed up more than 7 days ago and Session count more than 3.
• After a milestone — When to trigger: Custom event, with an event your own site fires when something meaningful finishes.

Full details in Trigger rules and Frequency caps.

8. Publish

Open Settings, turn Published on, and save.

Reading the scores

Click Responses. Each question gets a card; the scale question shows the average, highest and lowest score along with every individual answer.

Yaplet does not calculate the NPS figure itself — there is no promoters-minus-detractors number anywhere in the product. If you report NPS formally, take the individual scores from the Responses page and work it out yourself. See Read survey responses.

What's next?

For a longer research survey with several question types, see Build a multi-step survey. To measure satisfaction with support specifically, see Measure satisfaction after a support conversation.