Surveys let you collect structured feedback from your users at the right moment. This tutorial walks you through creating a simple NPS (Net Promoter Score) survey, targeting it to the right audience, and publishing it.
Step 1: Create a new survey
- Log in to your Userorbit workspace and select your project.
- Click Surveys in the left sidebar.
- Click New Survey in the top-right corner.
- You will see a list of templates. Select NPS Survey to start with a pre-built template, or choose Blank Survey to build from scratch. For this tutorial, select the NPS template.
Step 2: Customize the survey
The NPS template comes with two questions pre-configured:
- Question 1 (Rating): "How likely are you to recommend us to a friend or colleague?" with a 0-10 scale. This is the standard NPS question — you can adjust the wording if you like, but the scale should stay 0 to 10.
- Question 2 (Open text): "What is the main reason for your score?" This follow-up captures qualitative feedback that explains the number.
You can customize each question by clicking on it:
- Edit the question text to match your tone.
- Mark questions as required or optional.
- Add additional questions if needed — keep it short though, as longer surveys have lower completion rates.
Step 3: Configure appearance
Click the Design tab to adjust how the survey looks:
- Choose between an in-app modal, a slide-in panel, or an embedded widget format.
- Customize colors to match your brand.
- Add a thank-you message that users see after submitting — something like "Thanks for your feedback! We read every response."
Step 4: Set targeting rules
Click the Targeting tab to control who sees the survey and when:
- Audience — Target all users, or narrow it down to a specific segment. For your first NPS survey, targeting all active users is a good starting point.
- Trigger — Choose when the survey appears. Common options include after a user has been active for a certain number of days, after they complete a specific action, or on a specific page.
- Frequency — For NPS, showing the survey once every 90 days per user is a common best practice. This avoids survey fatigue while giving you regular data points.
- Sampling — Optionally show the survey to only a percentage of eligible users if you have a large user base and want to avoid overwhelming your support team with responses.
Step 5: Preview and test
- Click Preview to see exactly how the survey will appear to your users.
- Walk through the entire flow — answer the rating question, fill in the text response, and confirm the thank-you screen displays correctly.
- Test on both desktop and mobile viewports to ensure it looks good everywhere.
Step 6: Publish
When you are satisfied with the survey, click Publish. The survey will start appearing to users who match your targeting rules.
Viewing results
Once responses start coming in, you can view them on the survey's results page. For NPS surveys, Userorbit automatically calculates your NPS score (the percentage of promoters minus the percentage of detractors) and displays it alongside individual responses. Use the open-text answers to identify themes and actionable improvements.
Your first survey is live — you are now collecting real user sentiment data to guide your product decisions.