You want to know what your users actually think, not just guess at it. NPS surveys are one of the simplest ways to get a pulse on user sentiment, but setting them up—and getting real, actionable feedback—can be a headache. If you're using Userflow or thinking about it, this guide will walk you through the nuts and bolts: how to set up NPS surveys, collect feedback that matters, and avoid the common pitfalls that waste everyone's time.
This is for product folks, SaaS teams, or anyone who needs to run a tight feedback loop without making it a second job. Let's keep it practical.
Why bother with NPS and user feedback?
Net Promoter Score (NPS) surveys are a quick way to ask users, “How likely are you to recommend us to a friend?”—usually on a 0–10 scale. The idea is that promoters (9–10) help your business grow, while detractors (0–6) point out what’s broken.
But here's the thing: NPS itself is just a number. Without real feedback, you’re stuck guessing why users score you the way they do. Combining a quick survey with a solid feedback prompt helps you understand what to fix or improve.
Userflow makes it pretty straightforward to set this up, but there are a few gotchas to watch for if you want meaningful results.
Step 1: Map Out What You Actually Want to Learn
Before you even log into Userflow, get clear on your goals:
- Are you measuring overall satisfaction, or a specific feature?
- Do you want open feedback, or focused suggestions?
- How often do you want to ask—just once, quarterly, or after certain actions?
If you're just copying what everyone else does (“Let’s do NPS because it’s standard!”), you’ll end up with generic data and vague feedback. Be honest about what you want to learn and why.
Pro tip:
If you already have a ton of feedback in other channels (support tickets, app reviews), don’t just add another survey for the sake of it. Make sure you’re not repeating yourself.
Step 2: Set Up Your NPS Survey in Userflow
Once you’re clear on your goals, here’s how to get your first NPS survey running in Userflow:
1. Create a New Flow
- In your Userflow dashboard, click “New flow”.
- Pick a blank flow or choose a template if you spot one for NPS (Userflow sometimes updates these).
- Give it a clear name—“Q2 NPS Survey” is better than “Flow 27”.
2. Add the NPS Survey Step
- Add a Rating or NPS step. Userflow’s NPS block lets you set the 0–10 scale and label the endpoints (“Not at all likely” to “Extremely likely”).
- Keep the question straightforward:
How likely are you to recommend [Product] to a friend or colleague? - Avoid adding multiple questions in one step. You only want one question here—keep it clean.
3. Collect Written Feedback
- Right after the NPS score, add an open-ended text field.
- Use a prompt like, “What’s the main reason for your score?” or “Anything we could do better?”
- Don’t force users to write something, but make it easy for them to share specifics.
4. Add a Thank You Step
- A simple “Thanks for your feedback!” goes a long way.
- If you want, mention that you actually read every response (but only if you do).
Step 3: Target the Right Users (and Don’t Annoy Them)
It’s tempting to blast every user with your survey, but resist the urge. Good targeting equals better data.
Tips for smarter targeting:
- Set up user segments: Target only active users, paying customers, or those who’ve been around for at least a month.
- Avoid showing to new users: NPS from someone who just signed up isn’t that useful.
- Limit survey frequency: Don’t ask the same user more than once every 3–6 months.
- Pick the right moment: Show the survey after a meaningful event—like after using a core feature, not just on login.
In Userflow, you can set these rules in the Targeting section while editing your flow. If you’re not sure, start simple: show to users with more than 5 logins in the past 30 days.
Step 4: Launch and Monitor Your Survey
After your survey is built and targeting is set:
- Preview the flow: Run through it yourself and with a test user to catch typos or weird formatting.
- Publish the flow: Set it live for your chosen segments.
- Monitor responses: Userflow will start collecting scores and feedback in real time.
What to actually watch:
- Response rate: If fewer than 10% of targeted users answer, your survey may be too intrusive—or nobody cares.
- Score distribution: Look beyond the average. If you’re getting a mix of 9s and 2s, dig into the comments.
- Written feedback: This is where the gold is. Don’t just chase the highest NPS number; look for patterns in what people actually say.
Step 5: Actually Use the Feedback
This is where most teams drop the ball. Collecting NPS data is easy. Acting on it—without overreacting—is the hard part.
How to make it count:
- Tag and categorize comments: Userflow lets you export responses; use a spreadsheet or tool like Notion/Airtable to group by themes (e.g., “missing integrations,” “pricing confusion,” etc.).
- Share highlights: Don’t hoard feedback. Share it with your team—especially engineers and support—so everyone knows what users are saying.
- Look for trends, not one-offs: Don’t panic if one person gives you a 0 and says your app is trash. If 10 people mention the same bug, that’s your signal.
- Close the loop: If you make a change based on feedback, tell your users. Even a simple email or changelog note helps people feel heard.
What Works—and What to Skip
Here’s the straight talk on using Userflow for NPS and feedback:
- Works well for:
- Quick, in-app NPS surveys with custom targeting
- Collecting open-ended feedback right after a rating
- Lightweight, no-code setup with decent analytics
- Not so great for:
- Deep survey logic (branching, advanced follow-ups—Userflow’s survey logic is basic)
- Heavy-duty feedback management (it’s not a replacement for a full-blown feedback tool)
- Users who ignore or dismiss in-app popups (there’s always a segment who just won’t answer)
Ignore:
- Over-customizing the NPS flow with five different follow-up questions. You’ll just tank your completion rate.
- Trying to use NPS as your only feedback channel. It’s a pulse, not a full checkup.
Pro Tips for Better NPS Surveys in Userflow
- Use plain language: Skip the “valued customer” nonsense. Just ask the question like a real person.
- Timebox your survey: If you have international users, avoid sending surveys at odd hours.
- Test on mobile: Userflow’s surveys are generally responsive, but always check the mobile experience.
- Don’t chase the perfect NPS: The magic is in the comments, not the number.
Keep It Simple, Iterate Fast
You don’t need a PhD in survey science to get value out of NPS and user feedback. Start with a basic flow in Userflow, target users who matter, and actually read what they tell you. Don’t wait for perfect data—just keep tweaking your approach every few months.
The best feedback loops are the ones you actually use. Keep it honest, keep it simple, and don’t let the quest for “insights” get in the way of just talking to your users.