"Net Promoter Score" In-App Message

"Net Promoter Score" or "NPS" is an indicator that can be used to measure the loyalty of users and their readiness to recommend your app to others. This metric is also designed to evaluate the experience of your customers and to predict the business growth.
NPS as a metric has been widely adopted with more than two thirds of Fortune 1000 companies.

How it works?

The Net Promoter Score is calculated based on responses to a single question:
"How likely is it that you would recommend our product to a friend or colleague?"

The scoring for this answer is based on a 0 to 10 scale.

Respondents are grouped as follows:
Promoters (score 9-10): are loyal enthusiasts and repeat buyers who will advise your app to others, fueling growth.
Neutrals (score 7-8): are satisfied but not enthusiastic enough customers who are vulnerable to competitive offerings.
Detractors (score 0-6): are unhappy customers who can potentially damage your brand reputation and impede growth through negative word-of-mouth.

Use your NPS as the key measurer of your customers’ overall perception of your brand. Because NPS is a leading ratio of growth and provides key insights from the experience your customers have with your application.

Let's take a look on how to do this on the Pushwoosh Demo Application example.

1. Preparing Rich Media for "NPS" In-App Message

You should already have "NPS" rich media template in your account.
Simply click on "Add Rich Media" and select "NPS" template.

Now hover the mouse over "NPS" newly created rich media and Click on "Edit" button. You can edit all the texts, even create translations to additional languages. But don't forget to scroll to the very bottom of the list and change "Rate Now" URL to be the App Store URL of your app as we want to direct Promoters of your app to make the positive rating on the App Store!

Press "Save" and go to "Pushwoosh Demo App" in your account.

2. Adding In-App Message

Go to the "In-Apps" and click on "Add In-App".

Give it a name "NPS Score" and select "NPS" rich media.

3. Choosing who to show the In-App Message

We want to segment users who are familiar with the app already and spent some time in it, getting to know some of the apps features to get the relevant feedback for our NPS metric.

Let's show the In-App to the users who installed the app at least 21 days ago.

4. Choosing when to show the In-App Message

Now it's time to decide when to show In-App message.

Find some place in your app where the user is mostly engaged. This would be the best place to present "NPS" In-App message to the user.

Remember, In-Apps are triggered by Puswoosh events, see "Events" guide on how to implement them in your app.

For the Pushwoosh demo app let's use "CheckoutSuccess" event which means the user just finished a purchase in the app and is engaged.

5. Determine the frequency of the In-App Message

The last bit is to set "Frequency Capping". We do not want to display this In-App Message every time user performs the checkout. On the other hand it is crucial to collect NPS rating on a periodic bases to get the understanding how loyalty to your app changes across the time.

To achieve that let's limit this In-App message to 1 impression per 60 days.

6. See it in Action!

Now go to the Pushwoosh Demo App, add the item to the cart and check out.

Voila! We have "NPS" In-App Message!

7. Tracking the ratings

In the "NPS" In-App message template we have already created a code that posts "NPS Score" event with "rating raw" and "rating bucketed" attribute to Pushwoosh every time user responds to the message.

var ratingBucketed = "Neutral";
if (rate >= 9) ratingBucketed = "Promoter";
else if(rate >= 7 && rate <= 8) ratingBucketed = "Neutral";
else if (rate <= 6) ratingBucketed = "Detractor";
else ratingBucketed = "Neutral";

if (window.pushManager) {
		event: 'NPS Score',
		attributes: {
			"rating raw": rate,
			"rating bucketed": ratingBucketed

Now let's go to "Events" section of the Pushwoosh Control Panel and create a "NPS Score" event with "rating bucketed" attribute as String and "rating raw" attribute as Integer.

Go back to the app and rate it another time! (you might need to remove frequency capping for this)

Now you can view the stats on the rating selection your users are making in the app! And you can even dive deeper to see the promoters, detractors or neutrals.

That's it! Now you have the state of art metric to enhance and upgrade your customer experience
program and to drive your business growth!

"Net Promoter Score" In-App Message