How to Create a Net Promoter Score (NPS) Survey in WordPress

Why Net Promoter Score Matters: The Value of Customer Loyalty Metrics

Before we dive into how to create NPS surveys, it‘s important to understand what they are and why they‘re valuable.

Net Promoter Score (NPS) is a customer loyalty and satisfaction metric that‘s widely used by leading businesses like Apple, Amazon, and American Express.

According to Satmetrix 2022 research, the average NPS across industries is 31. However, the top 10% have an NPS of 75 or more.

What makes these brands stand out is that they obsess over customer experience. And NPS surveys are a key way they consistently measure and improve it.

But why does customer loyalty itself matter so much? Because loyal customers are vastly more valuable in the long run:

• They spend more – Repeat customers spend 67% more than new ones
• They‘re less sensitive to price – Loyal customers are less likely to switch over better deals
• They refer new customers – Advocacy and word-of-mouth remains powerful marketing
• They offer better feedback – Experienced customers give more insightful, constructive feedback

This is why NPS can be much more than just a vanity metric. The world‘s top companies use it as an operational framework to systematically improve loyalty and business growth.

And the best news? Implementing NPS surveys is easier and more affordable than ever before, as you‘ll see next.

The Growth of NPS Surveys and WordPress Plugins

NPS surveys have been around since 2003, but adoption has rapidly accelerated in recent years:

• NPS is a $390M industry projected to reach $1.3B globally by 2028 (ResearchAndMarkets.com)
• 67% of Fortune 1000 companies rely on NPS, up from 60% in 2017 (Satmetrix)
• WordPress NPS plugins see record downloads, with WPForms and UserFeedback leading the pack

This hockey stick growth shows that more businesses than ever see the value of customer loyalty programs.

And with affordable SaaS solutions, specialized NPS tools are now accessible for companies of any size:

NPS Software Industry Breakdown

Projected 12.8% CAGR in NPS software spending by SMEs shows the fastest growth

(Source)

With WordPress dominating as the world‘s #1 CMS, purpose-built NPS plugins are now empowering small businesses to drive customer loyalty just like the big players.

Next let‘s compare two of the leading solutions…

WPForms vs UserFeedback for NPS Surveys

WPForms and UserFeedback take two different approaches, but both enable easy NPS surveys with WordPress:

WPForms

The most popular WordPress form builder, with easy drag-and-drop surveys included.

UserFeedback

Specialist survey plugin 100% focused on customizable feedback forms.

How They Compare:

Both are great options that integrate nicely with WordPress. I generally recommend WPForms for beginners wanting a faster, easier setup. But advanced users may appreciate the extreme flexibility of UserFeedback.

Now let‘s walk through how to create an NPS survey with both…

Step-by-Step: Creating NPS Surveys in WordPress

The following sections explain how to set up a Net Promoter Score survey using WPForms and UserFeedback.

While each plugin has a different interface, the general process is the same:

1. Install and activate the plugin
2. Access plugin settings and addons
3. Create new survey form
4. Customize questions and options
5. Embed on your site
6. View and analyze responses

Let‘s get started…

1. Install and Activate the Plugin

For either plugin, follow the standard WordPress process for installation:

1. Visit Plugins > Add New
2. Search for plugin name
3. Click Install, then Activate

2. Access Plugin Settings and Install Addons

Both plugins require extra steps after standard installation:

WPForms

1. Go to WPForms > Settings

2. Add your license key to unlock full functionality

3. Go to WPForms > Addons

4. Install the Surveys and Polls addon

UserFeedback

1. Go to UserFeedback > Settings

2. Add your license key

3. Go to UserFeedback > Addons

4. Install Additional Templates and Question Types

Tip: Without addons, features will be limited

3. Create New Survey Form

This step is where you setup the backbone of your NPS survey‘s content and structure.

Both plugins make it easy to create a new form:

WPForms

1. Go to WPForms > Add New

2. Select the NPS Survey template

UserFeedback

1. Go to UserFeedback > Surveys

2. Click Create New

3. Select the NPS Survey template

You‘ll then be taken into the survey builder for further customization.

4. Customize Questions, Options, and Logic

Now comes the fun part – tailoring your NPS form!

The survey builders let you:

• Add/remove/reorder questions
• Edit question text
• Customize choices
• Branch to additional pages based on answers (conditional logic)
• Set question rules and options

This flexibility is key to creating a polished, targeted survey aligned to your business goals.

5. Embed Survey on Your Website

Once your form design is complete, you need to make it accessible to customers on your site.

Both WPForms and UserFeedback make embedding easy:

WPForms

• Use the Embed popup to add it to any post/page
• Or insert the WPForms block anywhere

UserFeedback

• Use the UserFeedback widget to place it anywhere

This allows visitors to access the live survey directly on your site.

6. View and Analyze NPS Responses

The most valuable part is what you do with the NPS feedback.

Both plugins include response dashboards to easily track results over time:

You can view metrics like:

• Overall NPS score
• Total respondents
• Promoters/Detractors/Passives percentages
• NPS score trends

Segmented graphs and charts help spot patterns. And you can drill into individual responses, including comments and feedback.

Use these insights to guide business decisions! Fix weak areas that detractors call out. Double down on strengths that make promoters loyal fans.

This is how NPS surveys transform from a metric into an actionable framework to systematically improve long-term loyalty and growth.

Expert Tips for NPS Survey Success

Implementing NPS surveys goes way beyond just installation. Through managing customer loyalty programs professionally over the past 5 years, I‘ve compiled best practices to maximize their impact:

Strategic Survey Design Tips

• Prioritize brevity – Keep it concise and focused
• Reassure anonymity – Reduces reporting bias
• Randomize options – Avoids selection order bias
• Rotate phrases – Keeps it fresh over multiple exposures

Optimal Distribution Tactics

• Send post-purchase, or annually for renewals
• Incentivize via email or site popup to increase response
• Ensure mobile optimization as >50% response is mobile

Analyzing Feedback Effectively

• Obsess over detractors – Your best learning opportunity
• Fix common complaints first – Biggest ROI
• Thank promoters and leverage their advocacy!
• Comment analysis often overlooked – That‘s where gold is!

Properly designing, promoting, analyzing NPS surveys leads to higher quality feedback and better business decisions. It‘s not easy, but well worth the effort for 500%+ ROI achievable from customer loyalty programs (SuperOffice).

Final Thoughts

I hope this comprehensive guide shed light on using WordPress NPS plugins like WPForms and UserFeedback to tap into customer loyalty.

When leveraged strategically over the long term, Net Promoter Score surveys can systematically improve satisfaction, referrals, and revenue.

They provide an invaluable feedback channel straight from your best customers.

If you have any other questions on getting started or best practices, don‘t hesitate to ask below!