Hotjar Net Promoter Score® (NPS) Surveys can be used as a predictor of business growth, making sure that you have a healthy relationship with customers who are likely to recommend your product to others.
The Net Promoter Score is calculated by subtracting the percentage of customers who answer the NPS question with a 6 or lower, known as Detractors, from the percentage of customers who answer with a 9 or 10, known as Promoters.
Need help setting up a Survey?
For a step by step guide on setting up your Survey, head to How to Create your First Survey.
NPS Survey responses and results
NPS Survey results are unique to Hotjar's typical Survey response since it adds the scale of Net Promoter Score overall and Net Promoter Score® over the last 30 days. Responses can be broken down further by viewing the individual score count.
The NPS Popover Survey
Your users can answer the NPS Popover Survey by clicking one of the answers and submitting the response. If they don't want to answer the NPS Popover Survey, they can click the arrow tab to minimize the widget on the bottom of the screen to take up less space.
Hotjar sets a cookie on the user's browser
This is done when a user minimizes or completes a Survey response. The next time the user goes back to the site or navigates to another page, the Popover Survey will load as minimized immediately, or will not load at all depending on the survey's behavior settings. Learn more about the cookies we store.
Once your user has submitted their response, they receive a final thank you message. If enabled, the user can be asked to provide their consent to connect their session with other Hotjar tools. Learn more
The NPS Full screen Survey
Full screen surveys have the same functionality as Popover surveys. However, the difference is that a Full screen survey appears as an overlay in the middle of the targeted page, rather than as a widget. This option is great when you want to get your users' full attention on a page.
The NPS External Link Survey
External Link Surveys do not have an option to expand or collapse since they are displayed on a dedicated page:
Once you set up an External Link Survey, Hotjar will generate a unique URL that you can send to users. When a user clicks the link, they are shown the Survey questions in the order that they have been configured.
Since the questions are displayed one at a time, each response is sent to Hotjar's servers every time a question is answered. This is done to maximize the number of replies you receive - if the user does not answer all the questions for the Survey and leaves the Survey page prematurely, Hotjar will still store the responses that were provided before the Survey page was abandoned.
Types of questions you can ask participants
Along with NPS questions, Hotjar Surveys support a range of question types that can be added after the NPS question to gain more insight:
- Text answer questions
- Radio button questions
- Checkbox questions
- Rating questions
Choosing when to show your NPS Survey
You are able to customize the behavior that will trigger an NPS® Survey on your site and choose the pages the NPS® Survey will appear on. Check out our Help Center to learn more about our behavior triggers and page targeting
It is also possible to target specific devices with the NPS® Survey and determine the percentage of users the Survey will appear for. For example, you could decide to only display the Survey to 50% of users on a mobile device.
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.