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After creating a Net Promoter Score℠ survey in the NPS® Tool, the next step is to distribute the survey to your patrons so that you can begin collecting scores and feedback regarding your patrons' satisfaction with your institution and its services. Your survey can be shared with your patrons in a number of ways—putting it in front of your patrons where/when they interact with you—using email campaigns, widgets embedded on your web pages, direct URLs, follow-up surveys for your tickets, and post-chat ratings in LibChat.

Each of the collection options available for a survey offers its own advantages and opportunities to gather feedback from your patrons. Connecting your NPS survey to your LibAnswers queue's follow-up survey and chat widget ratings allows you to assess the quality of the answers your staff are providing to your patrons on the tickets and chats they've submitted. Email campaigns allow you to set up customized one-time or recurring emails to send out the survey that can be sent to recipients of your choosing or to your patrons who have interacted with the services you provide via LibAnswers and LibCal (subscription required). And the widget and direct URL options allow you to place a link to your survey on your web pages, and elsewhere, to gather feedback from patrons that you might not be interacting with directly.

Regardless of the collection method(s) you use to gather responses, all of the feedback and scores that are collected for a survey will be compiled and available in the NPS Reports so that you can assess and understand how different sources, surveys, or email campaigns impact the score and responses provided by your patrons.

Getting there

To manage the email campaigns, widgets, and direct URL for a survey:

1. Click on NPS® Tool from the command bar.
2. Click on the View Survey () icon for the survey you want to manage to go to its Survey Dashboard.
   • Each survey's dashboard will also include information and links out to setting up collection methods for ticket queues and chat widget ratings.

Email campaigns

Every NPS survey that you create includes an email campaign builder so you can set up customized one-time or recurring emails to send out the survey. One-time campaigns allow you to quickly send your survey out to a set of recipients of your choosing, while recurring campaigns offer you the ability to schedule the sending of the survey at a frequency of your choosing (with a minimum of 30 days between sends and a maximum length of 1 year for the campaign). When a campaign is run, the recipients of the campaign will receive an email (that is fully customizable) asking them to complete your survey—funneling the submissions for the survey into its score and response reporting.

Regardless of the campaign type you are creating, in addition to manually populating the recipients of the campaign you will have the option to create the recipient list for the campaign using integrations with LibAnswers and LibCal (subscription required)—allowing you to solicit feedback from patrons that have recently submitted tickets, chatted via LibChat, interacted with a Chatbot, attended an event, booked a space, borrowed a piece of equipment, or booked an appointment. When you tie a recurring email campaign to the LibAnswers or LibCal integration, the recipient list for the campaign will automatically update with the most recent set of patrons that meet the parameters set for the list before the next email goes out.

See the Create, send, and manage email campaigns FAQ for full details and instructions on running email campaigns for a survey.

Widgets

There are two types of NPS widgets available for each survey that you create: a slide-out button widget that requires the user to click on a button on the side of the page to leave survey feedback, or an automatic, pop-up widget that appears on a user's browser after a certain length of time on the web page where the widget code has been embedded.

Each NPS survey that you create will automatically include both widgets with options to customize each as needed and grab its embed code.

Button widget

Button widgets will display a tab at the left, right, or bottom edge of the browser window. When a user clicks on the tab, the widget will open in a modal where the user can complete the survey.

1. On the Widgets tab of the Survey Dashboard, click on the Edit Widget Settings () icon for the Button widget type.
   1. If you have previously made changes to a widget that you want to remove, you can click its Reset Widget Settings () icon to restore the widget to its default settings.
      • Note: Widgets cannot be deleted for a survey, only reset to their default settings.

2. On the widget editor, make adjustments to the widget's look and feel as needed. Settings include:
   2. Internal Note: Used internally only on the Widgets tab for a survey to provide additional information about the widget's setup.
   3. Button Position: Choose where to position the button/tab on the page.
      • Right side of page: the tab will be positioned on the right side of the screen.
      • Left side of page: the tab will be positioned on the left side of the screen.
      • Bottom: the tab will be positioned on the bottom of the screen.
   4. Button Text: Set the button text that displays for the widget.
   5. Background Color: Set the background (tab color) of the widget.
   6. Text Color: Set the color of the tab's text
   7. Button Preview: Use the preview to see how the tab will look when added to a webpage.
      • Any edits/customizations that you make in the widget creator will be automatically reflected in the preview.
3. Click the Save button to save your changes and to view the widget's embed code.

4. On the modal, copy the widget's embed code.
   • This can be placed anywhere in your web page's HTML code, but we recommended placing it in your page's <head> element (or in LibGuides, your Custom JS/CSS code) or at the bottom/end of the page's HTML (directly before the </body> tag).

Pop-up widget

Pop-up widgets will not display anything visually on the web page they have been added to when the page loads. Instead, pop-up widgets will trigger a pop-up modal window that appears after the patron has been on the page for a set number of minutes. After the pop-up appears, the patron can complete the survey or dismiss the widget.

In addition to being able to adjust how long the patron must be on the page (in minutes) before the pop-up displays, you also have control over the percentage of visitors that will see the survey pop-up and the length of time (in days) before a patron that has dismissed the widget will see it again when visiting.

1. On the Widgets tab of the Survey Dashboard, click on the Edit Widget Settings () icon for the Pop-up widget type.
   1. If you have previously made changes to a widget that you want to remove, you can click its Reset Widget Settings () icon to restore the widget to its default settings.
      • Note: Widgets cannot be deleted for a survey, only reset to their default settings.

2. On the widget editor, make adjustments to the widget's look and feel as needed. Settings include:
   2. Internal Note: Used internally only on the Widgets tab for a survey to provide additional information about the widget's setup.
   3. Auto Prompt (in minutes): Set the number (in minutes) for how long a user must be on your web page before they are prompted to fill out this survey.
      • For example, setting the Auto Prompt to 2 minutes means that the patron has to have the webpage open on their device for 2 minutes before they will see the survey's modal appear on their screen.
   4. "Do Not Show" Duration Cookie: Set the number (in days) to control how often each user will see the auto prompt for your survey.
      • Users who exit the widget prompt will not see it again for the length of time set, regardless of if they completed the survey.
      • Note: This setting requires LibAnswers to set a user cookie on the patron's browser—if the patron clears their browser's cookies (or blocks third-party cookies), then they may see the pop-up widget again when visiting your web page.
   5. Random Frequency Scale: Choose the percentage of visitors to your web page with the widget that will be prompted to give feedback via the auto prompt.
      • Setting this value to 100% means every patron will be prompted if the auto prompt is active (and they have the page opened long enough for the auto prompt to be triggered).
3. Click the Save button to save your changes and to view the widget's embed code.

4. On the modal, copy the widget's embed code.
   • This can be placed anywhere in your web page's HTML code, but we recommended placing it in your page's <head> element (or in LibGuides, your Custom JS/CSS code) or at the bottom/end of the page's HTML (directly before the </body> tag).

Direct URL

Each survey includes its own Direct URL. Clicking on this link will launch the survey in its own browser tab or window. This new tab or window will show only the survey, and fill up most if not all of the screen (it depends on the size of your browser 🤓). The direct link is useful for places where you can't embed the widget or when you want to share the survey with a patron that you are interacting with in a situation where the other collection methods could not be used either.

1. On the Direct URL tab of the Survey Dashboard, click the Copy to Clipboard () icon for the survey to copy it.

2. Share the survey's URL where applicable.

Ticket follow-up

Every LibAnswers ticket queue includes a Quality of Service feature to allow you to gauge patron satisfaction with ticket interactions. When the NPS module is active in your site, you can incorporate the ticket follow-up survey responses into your overarching Net Promoter Score, while still taking advantage of the Quality of Service features such as:

• Follow-up rating email frequency to control what percentage of closed tickets receive the feedback request.
• Unique user survey frequency to dictate how often the same patron should receive a survey in a given period of months.
• Scheduled start & end dates to ensure your survey is only being sent out to patrons when you need it to.
• Ticket metrics, including turnaround time and time to first reply statistics.

To connect one of your NPS surveys to a ticket queue, you can go to Admin > Queue > Edit Queue > Quality tab. And for more information on follow-up surveys for your queue(s), see the Quality of Service: Send follow-up surveys to patrons after closing tickets FAQ.

LibChat rating

With the NPS Tool module, you can choose to connect an NPS survey to your LibChat widgets' built-in feedback and rating scale that can be shown to patrons at the end of a chat, or at the end of an interaction with a Chatbot. When a survey is connected to a chat widget's post-chat rating, all of the chat ratings and feedback provided by your patrons will be added to your Net Promoter Score statistics—allowing you to gather valuable post-interaction feedback into your NPS data. 

To connect one of your NPS surveys to a chat widget, you can go to LibChat > Chat Widgets > Edit Widget > Widget Behavior tab > After the Chat panel.

For more information on creating and configuring a chat widget, see the LibChat: Create and edit chat widgets FAQ.

Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.