An NPS (Net Promoter Score) survey asks visitors "How likely are you to recommend us to a friend or colleague?" on a 0–10 scale. Yaplet shows the scale inside the widget, collects the response, and can follow up with an optional open-text question. No email required — it's an in-widget survey, not an email survey.
1. Create the survey
Go to Outreach → Surveys and click New survey. Give it an internal name ("NPS — Q3 2026") and choose NPS as the survey type.
2. Write the NPS question
The NPS scale question is pre-filled with the standard phrasing. You can edit it — but keep the 0–10 scale. The scale labels ("Not at all likely" / "Extremely likely") are customisable per survey.
3. Add a follow-up question (recommended)
Turn on the Follow-up question toggle. A free-text input appears after the visitor picks their score. Common follow-up questions:
- Detractors (0–6): "What would we need to change to improve your experience?"
- Passives (7–8): "What's one thing that would make you love our product?"
- Promoters (9–10): "What do you like most about Yaplet?"
If you want different follow-up questions for each score band, use a multi-step survey with branching instead — see Build a multi-step survey with branching.
4. Set the trigger
NPS surveys are usually triggered periodically rather than on a specific behaviour. Common patterns:
- Every 90 days per visitor — Trigger: Session start. Frequency: Show 1 time every 90 days. This is the most common NPS cadence.
- After a milestone — Trigger: Custom event (e.g.,
project-completed). Shows after the visitor does something meaningful, so their feedback is fresh. - After first week — Trigger: Session start. Visitor condition: First seen > 7 days ago, Session count > 3. Gives new users time to form an opinion.
See Trigger rules for the full targeting options.
5. Publish
Toggle to Published and save. The survey will appear in the widget to qualifying visitors.
Reading NPS scores
Open the survey and go to the Reports tab for an aggregate score summary, or the Responses tab for individual answers including follow-up text. See Read survey responses for details.
What's next?
For more complex feedback flows — multiple questions, branching, different question types — see Build a multi-step survey with branching. To collect satisfaction scores automatically after a support conversation closes, see Run CSAT after a conversation closes.