Vitally's NPS add-on is NPS rebuilt for Customer Success - show NPS surveys to specific users, analyze NPS scores across accounts, and set up alerts for accounts with dissatisfied users or low scores.
Integrating other NPS tools into Vitally The Zapier integration or any data warehouse integration can be used to push NPS responses from other tools into Vitally.
We also offer the option to import NPS scores using:
Powerful NPS analytics
Once you start receiving NPS responses from your users, NPS Reporting Dashboards give you insight into your overall NPS score and average scores within accounts.
Show Surveys to Specific Organizations, Accounts or Users
Don't want to bother everyone with our NPS surveys? Leverage Playbook automation to target only users or accounts that meet certain requirements. See the Limit audience for NPS surveys section on how to configure this workflow.
Analyze Feedback Per Organization, Account or User
Our 360° customer dashboards organize feedback under each user's account. Analyze feedback and track your NPS score across each account's users. Find NPS Responses in the Explorer or create a View to add to a customer 360.
Delete an NPS response
Admins and Leaders can delete an individual NPS response. This is how you remove a response submitted from a test account so it no longer counts towards your score. Open the Explorer, select NPS Responses, select the '...' menu beside the respondent's name, and select Delete. Other roles do not have this option.
Deleting a response removes it immediately and updates the promoter, passive and detractor counts on that user and on their Account or Organization, so the current NPS score reflects the deletion straight away. The response is also removed from the NPS response search cache. Historical NPS trend data is rebuilt by a background job, so a trend chart can lag briefly behind the current score.
You can also delete a response through the REST API. See REST API: NPS Responses.
Analyze NPS Scores and Feedback in a View
Want to see NPS scores and feedback for only Enterprise accounts? Or see every NPS score and feedback across all users? NPS views can be filtered to visualize only the data you need. To find responses that mention a particular word or phrase, filter the view on the Feedback field. It works like any other view filter.
The overall NPS score at the top of this view is calculated using only the responses within the filtered view
Fire Alarms for Concerning NPS Scores
Leverage Playbook automation and Indicators to auto-detect accounts with owners that submit low NPS scores, accounts with large amounts of detractors, and more.
Auto-email your Promoters and Detractors
Want to ask a promoter to leave a review on G2? Or want to ask a detractor for more feedback? Leverage Playbook automation to auto-engage users based on their NPS scores.
How is NPS calculated?
Vitally categorizes NPS respondent scores into three categories based on the 1 - 10 rating:
Detractors: 0 - 6
Passives: 7 - 8
Promoters: 9 - 10
The most recent NPS rating determines what category the user falls into.
For example, if a passive user responded with a 7 last week but responded with a 9 today, they are now considered a promoter.
The overall NPS score is then calculated using this formula:
NPS = % of Promoters - % of Detractors
% of Promoters is the number of Promoter scores / total number of respondents
% of Detractors is the number of Detractor scores / total number of respondents