Configuring which users should see surveys
Our NPS add-on gives you plenty of options to ensure only the right users are surveyed at the right times. Let's take a look!
Enabling the NPS add-on
First, you'll want to ensure the NPS add-on is enabled. To do that, navigate to the NPS section of your Account Settings and click the switch to enable the add-on.
Once you do, you'll see this configuration page.
Configuring the NPS add-on
You have these options when configuring which users should be surveyed.
'Age' of the user (in days)
Specify a non-zero number here if you'd like to only survey users who've used your product for a minimum amount of time.
Important: By default, we compare each user against the first time we saw the user use your product. So if you are installing Vitally for the first time and you specify a value of 7 here, that means it'll take 7 days before any user sees a survey. However, you can tell us when a user started using your product by sending a
createdAt user trait when you identify the user (using the Vitally.js library). If you send us a
createdAt trait, we'll use that value when determining if a user should see a survey.
Specify a non-zero number here if you'd like to only survey users who have logged a minimum number of sessions in your product. Note that sessions are unique per day - i.e. a user has a maximum of one session on any given day. Thus, if you specify 5 here, that means a user must use your product over 5 unique days before seeing a survey.
Important: Unlike the 'age' option above, there's no way to tell us how many sessions a user has had with your product programmatically. So if you are installing Vitally for the first time and you specify a value of 5 here, it'll take at least 5 days (and often more) before any user sees a survey. To avoid that, you can specify 0 here and set the
createdAtuser trait documented above to start collecting NPS survey responses immediately.
Consecutive sessions to show a survey
Users are busy, so often, they'll not want to submit an NPS survey. This option allows you to configure how many consecutive sessions a user should be shown a survey only if the survey is dismissed in each session.
For example, if you specify a value of 3 here, that means we'll show the survey to the user for (up to) 3 consecutive sessions. If they dismiss the survey each time, then we'll stop showing the survey from their 4th session onward.
Again, remember that sessions are unique per day. So if a user dismisses the survey at 12:01 AM on Tuesday, we won't show the user another survey until 12:01 AM Wednesday (at the earliest).
'Wait time' before showing a new survey
Once a survey is submitted OR the user last dismisses a survey (according to the 'consecutive sessions' option specified above), this option lets you specify the number of months to wait before showing that user another survey.
Only show surveys to users at accounts matching 'Rules'
Rules give you the ability to perform automated actions on accounts that meet certain conditions. By default, we'll show the NPS survey to all users that meet the above requirements, but you can filter that dataset even further using Rules.
The possibilities are endless here, but here are a few examples you may want to consider:
- Only show the survey to users at subscribed, paying customers (i.e. omit trials)
- Only show the survey to users at subscribed customers that are set to renew within the next 2 weeks
- Only show the survey to users at your 'Enterprise' accounts