Configuring a Net Promoter Score (NPS) survey

Configure a Net Promoter Score survey so that users can send feedback about OpenPages® to IBM®.

Before you begin

Ensure that your firewall allows users access to the survey. Review the URL to Medallia, the Net Promoter Score survey provider. For more information, see Reviewing the Net Promoter Score (NPS) survey settings.

About this task

If a Net Promoter Score survey is enabled, users are presented with two possibilities to complete a survey:
  • An NPS Feedback button
  • An NPS survey form on log in

An NPS Feedback button is always displayed on the Home page for users who are eligible to receive a survey. Users can provide feedback at any time and as often as they want.

Figure 1. NPS Feedback button on the Home page
Feedback button

An NPS survey form is displayed on log in to users who meet the following conditions:

  • The user must be eligible to receive the survey, as defined in Included Users or Groups and Excluded Users or Groups.
  • The user must meet the Medallia frequency requirements:
    • The user was last presented with a survey at least 90 days ago. This prevents the survey from being presented too frequently. It is presented regardless of whether the user provided feedback or declined to provide feedback on the last survey.
    • The user must have logged in at least 30 days ago. This prevents the survey from being presented to brand new users.
Figure 2. NPS survey form displayed after logging in
NPS survey form

Procedure

  1. Click Administration menu > Integrations > NPS Settings.
  2. Set Enable User Feedback Survey to true. The default is false.
  3. Enter your IBM Customer Number (ICN).
  4. Set Percentage of Users to Target to light (15%), medium (50%), or heavy (100%).
  5. In Included Users or Groups, build the group of users who are eligible to receive a survey. If empty, all users are eligible to receive a survey.
  6. In Excluded Users or Groups, add the users or groups who explicitly never receive a survey.
  7. Click Submit.