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In-app Net Promoter Score (NPS) survey

  • Updated

What is the Net Promoter Score survey?

Net Promoter or Net Promoter Score (NPS) is the percentage of users rating their likelihood to recommend a product or a service to a friend or colleague.

Calculation of the NPS is done using the answer to a key question and a 0-10 scale: How likely is it that you would recommend [Service/Product] to a friend or colleague?

Respondents are grouped as follows:

  • Promoters (score 9-10) are loyal enthusiasts.

  • Passives (score 7-8) are satisfied but unenthusiastic.

  • Detractors (score 0-6) are unhappy users.

NPS Survey in SpendCatcher - How it works

In order to measure satisfaction and improve our product, we decide to include an in-app NPS Survey.

We want to ensure a good user experience and keep it simple, carefree and fast. That's why we integrated the survey so that it feels like a natural part of the app with very little disruption for the user.

How does the Survey appear to the users?

  • The survey appears maximum once in a month for every user.

  • The survey is triggered after an expense creation.

  • The survey can be skipped by the user.

  • The user will be asked a precise question:
    “How likely are you to recommend SpendCatcher to a friend or colleague?”

  • The user can give a rate from 0 to 10.
    0 meaning least likely and 10 meaning are most likely.

After the answer, the user can optionally leave a remark/comment or share general feedback that will arrive to our team.

In the NPS survey, users can not only rate the app but also suggest improvements. We already received some suggestions that will allow us to better define and prioritize the next improvements and new features. It gives us valuable knowledge of our users' needs.

Privacy and data protection

Privacy and protection of our user's data are key for MobileXpense. That is why we ensure full anonymisation of any user data transmitted to the NPS platform.