Click New Survey in your Survey dashboard.
Give your Survey a Name.
Choose a Location for your Survey
Hotjar Surveys can be configured in two different ways, based on Location.
- On-site - The Survey will appear as a widget on one or more of your website's pages.
- External Link - The Survey will have its own unique URL which can be sent to customers directly, without them having to visit your website.
Select Add Question and choose the Net Promoter Score® option.
Write in your NPS® question and toggle the Required field to be enabled.
Add additional Questions.
Select Add Question and choose a different question type. We recommend a Long text question, to ask the customer for more feedback on how you can improve. Toggle the question to Required if you want all respondents to answer it. Add as many additional questions as you like.
Customize the Survey Appearance.
Configure Targeting and Behavior options.
Targeting and Behavior options for External Link Surveys.
External Link Surveys appear on their own designated page, outside of your website. However, you can enable a "Survey invite" to appear on a targeted page, which will prompt your users to visit your External Link Survey page.
To only show the NPS® Survey on a specific page, choose the option On pages I specify.
Be aware that setting the behavior to When user is about to abandon the page on a desktop device will prevent the Survey from ever appearing to users on a mobile device or tablet. This is because Hotjar relies on the user's cursor to know when they're about to close the browser window.
Enable Forward Response
This option allows you to enter one or more email addresses (separated by comma), so that you or your team members can receive responses to this Survey directly to an email inbox.
Activate your Survey
Set your Survey to Active and click Create Survey.
That's it! You just created an NPS® Survey that’s ready to collect feedback from your users. Once your Survey has been responded to, you can view the Survey responses and your Net Promoter Score will automatically be calculated.
See it in action
Check out this example of how an External Link NPS® Survey will look when you send it out to customers.
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.