Surveys/NPS

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Overview

Before diving in, take a look at this quick video tutorial that shows you how to set up a Surveys/NPS flow step by step. Usertour’s survey feature lets you build in-app surveys to:

• Measure customer satisfaction (NPS, CSAT, CES)
• Collect user feedback
• Conduct user research
• Personalize user experiences

Since surveys are built on top of flows, you get all the power of Usertour’s Flow Builder,including:

• Logic-based triggers
• Conditional branching
• Flexible placement
• Behavior-based timing

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Common Use Cases

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1. NPS Surveys

Show a Net Promoter Score survey to active customers, typically 30 days after subscription.

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2. CSAT/CES Surveys

Measure customer satisfaction or effort after completing specific tasks.

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3. Feature Feedback

Collect feedback about:

• New features you’ve built
• Features you’re considering building

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4. User Profiling

Ask new users questions to personalize their experience:

• “What is your role within your company?”
• “How experienced are you with X software?”
• “What is your primary goal with using our software?”

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Building Surveys

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Creating a Survey Flow

1. Go to Flows in the sidebar
2. Click Create flow
3. Choose to:
   • Start from scratch
   • Use the NPS template
4. Name your flow and click Create flow

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Adding Questions

1. Add text to your first step (e.g., “What do you think about our product?”)
2. Click the + button in the editor to open the content type selection dialog
3. Select Question from the dialog, which supports the following types:
   • NPS (Net Promoter Score)
   • Multi-line text
   • Multiple choice
   • Scale
   • Single-line text
   • Star rating

Note: You can add questions to any step type (tooltip, modal), but only one question per step.

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Configuring Questions

Use the right-side panel to configure your question:

• Question name: Internal identifier for reporting
• When answer is submitted: Actions to perform after submission
• Required: Force users to answer before continuing
• Bind to attribute: Store the answer as a user attribute

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Question Types

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1. NPS (Net Promoter Score)

A standard Net Promoter Score question with a 0-10 scale.

• Perfect for measuring customer loyalty
• Industry standard for customer satisfaction
• Easy to benchmark against other companies

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2. Multi-line Text

Free-form text input for detailed feedback.

• Submit with button or Cmd/Ctrl + Enter
• Great for collecting detailed feedback
• Supports long-form responses

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3. Multiple Choice

Select one or more options:

• Enable Multiple selection for checkbox-style choices
• Optional “Other” field for custom input
• Perfect for structured feedback collection

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4. Scale

Custom numeric scale with:

• Minimum/maximum values
• Optional labels (left/center/right)
• Great for SEQ surveys
• Flexible range configuration

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5. Single-line Text

Short text input for brief responses.

• Submit with button or Enter key
• Ideal for short answers
• Quick response collection

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6. Star Rating

1-5 star rating for CSAT or CES surveys.

• Visual and intuitive
• Perfect for satisfaction surveys
• Easy to understand for users

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Advanced Features

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Auto-starting Surveys

1. Use the Auto-start flow option
2. Set timing conditions (e.g., 30 days after signup)
3. Add delay after other flows to avoid overlap

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Recurring Surveys

For periodic surveys (e.g., every 90 days):

1. Set auto-start to Start unlimited times or Start multiple times
2. Set the interval in hours/days
3. Timing is based on last flow start

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Logic-based Branching

To create different paths based on answers:

1. Bind the answer to a user attribute
2. Create a hidden step as a router
3. Add triggers for different conditions
4. Link to appropriate follow-up steps

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Analytics

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Aggregated Stats

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NPS

For numeric questions (NPS, star ratings):

• Current score with rolling window
• Historical trends
• Response rates
• Score distribution

Pro tip: Use the rolling window to get stable numbers while still capturing recent changes. Adjust the window based on your response volume.

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Star Rating

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Multiple Choice

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Scale

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Individual Responses

• View all responses in the Recent sessions list
• Click the horizontal dots (⋯) on the right to view detailed information
• Export to CSV for further analysis

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Inspecting Individual Responses

Click an individual session to see just its answers.